Unveiled: What are Contact Centres Doing Right Now? Joe O’Brien, Head of Communications at Sabio Group,…
Category: – Reports/Surveys
FourNet Summit: Enhanced CX & Stronger Cybersecurity Top Priorities
Enhanced customer experience and stronger cybersecurity – top priorities for most organisations, FourNet Summit hears Annual…
Key Insights: UK Customer Experience Decision-Makers’ Guide 2024-25
Bridging the CX Gap: Key Insights from the UK Customer Experience Decision-Makers’ Guide 2024-25 We all…
Do You Actually Listen to What Your Customers Are Telling You?
Do You Actually Listen to What Your Customers Are Telling You? And Do You Really Understand…
Contact Centre Report: The CallMiner CX Landscape Report 2024
Over the last two years, organisations have been quick to implement AI (sometimes at the expense…
Poor CX Drives UK Customer Churn Rates
Poor CX drives UK customer churn rates – youngest customers up to 6 times more likely…
Half of CX Leaders feel Wait Times will be Eliminated Three Years
Over half of CX leaders feel wait times will be eliminated in as little as three…
Nearly Half of UK Contact Centre Teams Use AI-Powered Software
Nearly half of UK Contact Centre Teams use AI-powered software – AI-enhanced customer service software users…
First-Contact Resolution Ranked as most important Driver of CX
First-contact resolution in the contact centre is the ‘miracle metric’ that improves customer experience while helping…
The 2024-25 UK Customer Experience Decision-Makers’ Guide
The 2024-25 UK Customer Experience Decision-Makers’ Guide – Take part in the survey The 2024-25 UK…
The Voices people would like to hear when they call a Contact Centre
Taylor Swift and Margot Robbie named as the voices most Southampton people would like to hear…
Reports: Customer Engagement & Personalisation / Cloud-based Solutions
Two new research reports from ContactBabel show how businesses can engage their customer base through personalised…
Voice of the Contact Centre Consumer 2024
Voice of the Contact Centre Consumer 2024: Technology is driving consumer opinion A CCMA research initiative…
Contact Centre Security Report: Key Findings
If you’re pressed for time, but keen to know the key findings of our latest contact…
Contact Centre Agents Increasingly Prefer AI-Driven Solutions
Kore.ai’s Research Reveals Historic Shift as Contact Centre Agents and Consumers Increasingly Prefer AI-Driven Solutions Kore.ai…
Study Points To Lack of Customer Data as Obstacle to Reaping AI Rewards
New Twilio Study Points To Lack of Customer Data as Major Obstacle to Reaping AI Rewards…
UK Contact Centre HR & Operational Benchmarking Report
The 2024 UK Contact Centre HR & Operational Benchmarking Report” provides unique research based on surveys…
Health Initiatives in the Contact Centre – Be Part of the Survey
ContactBabel is working with researchers and industry partners to find out what contact centre advisors/agents think…
Consumers Likely to Stay with a Bank Due Good Customer Service
UK consumers more likely to stay with a bank because of good customer service than move…