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Telephony Best for Complaint Handling & Customer Satisfaction New research published by ContactBabel reveals that telephony is still seen as the channel that best handles complaints.
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Bright UK release white paper on Best Practice for Customer Satisfaction Surveying Bright UK, the company dedicated to helping organisations improve their customer service experience, has released an extensive white paper focused on best practice for customer satisfaction surveying.
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Rostrvm’s survey shows contact centres slowed down by wrong technology Rostrvm latest survey of UK contact centres has found that staff productivity is being hampered by having to battle with too many desktop applications.
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86% of UK consumers believe call centres agents will steal their credit card details Research from Eckoh has found that 86% of UK consumers fear when paying for a product or service over the phone that call centre agents will misuse their details.
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UK Outsourced Contact Centres: Market insight report Reportlinker.com announces that a new market research report is available in its catalogue: UK Outsourced Contact Centres: Market insight report
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Social media improving the future of customer services A recent report looking at customer service trends shows businesses increasingly turning to social media to help shape the future of their customer services strategy.
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Consumers Crying Out For Better Personal Data Security Six million consumers end relationship with organisations each year due to contact centre security concerns.
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A new study sees improving prospects for market recovery Apex Insight’s new Contact Centres market insight report describes how, having grown rapidly during the boom years, the industry stalled when the economy turned downwards after Autumn 2008. Market growth has been modest since then, leaving the industry at a shade under 50,000 outsourced seats, or around £2.6bn in revenue while margins remain below historical levels.
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Consumers Call For Smarter Contact Centres BT and Avaya research finds 70 per cent of UK and US consumers think they often know more than the contact centre agent dealing with their enquiry
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Call Centres In The UK Industry Market Research Report Up until 2009-10, call centres were in terrific shape, recording consistent double-digit revenue growth, which attracted a number of new entrants to the industry.
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WebChat increasingly effective communication channel BT have announced the key lessons from research it has conducted into the latest communication channels being used by contact centres.
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Weatherproof Your Contact Centre - by Pippa Rhys, Senior Marketing Manager, Enghouse Interactive Enghouse Interactive looks at what measures can be taken by managers across the UK to proactively tackle the influx of calls in the current severe weather.
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Jacada - Turn your contact centre into a profit centre Contact Centre’s have been much maligned over the years especially in the eyes of the customers using them. This view is not shared by Jacada’s Guy Yair,
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Interactive Intelligence Research predicts 2013 the Year of the Cloud Research carried out on behalf of Interactive Intelligence suggests the majority of UK contact centres could be operating their businesses in the cloud in 2013.
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