The Current State of Workforce Management in the Global Contact Centre Landscape injixo 2019 Contact Centre…
Tag: Reports
Employees Ready to be Empowered by Automation Tech
75% of responses indicate employees believe Robotic Process Automation will improve their performance, reduce errors, grow…
Consumer Contact Centre Experiences in the age of GDPR
Consumer contact centre experiences in the age of the GDPR It’s still good to talk! But…
Consumers Love Messaging Hate the Experience
Consumers Love Messaging for Customer Service But Hate its Experience Silo YouGov survey of US and…
De-scoping from PCI DSS in the Contact Centre
De-scoping from PCI DSS in contact centres: DTMF masking becomes the new standard The third edition…
Study Reveals Innovation & Cost Are Key Drivers of Cloud
Study Reveals Innovation and Cost Control Are Key Drivers of Cloud Communications Adoption in Europe Mitel…
55% of Contact Centres Expect Lower Live Calls
55% of UK contact centres expect lower live call volumes in 2019 Although live telephony stated…
UK Insurance Contact Centres See Rise in Email Volumes
UK insurance contact centres see rise in email volumes with 94% of UK insurers expect to…
Is Your Contact Centre Manager Called Scrooge?
Do you work for Scrooge? – Half of employees do not receive a reward or gift…
Midsize Contact Centres in Transition – Global Research
Midsize Contact Centre in Transition: 5 Key Takeaways from IDC Research Earlier this year, Genesys commissioned…
Employee Motivation in Decline According to Research
New research says employee motivation levels are on the decline with 29% saying they aren’t motivated…
Financial Services Contact Centres set to invest in Technology
UK financial services contact centres set to invest in web chat, analytics and customer authentication technology…
ContactBabel 2018 UK CX Decision-Makers’ Guide
“The 2018 UK CX Decision-Makers’ Guide”, based on surveys with 246 UK organisations and 1,000+ interviews…
Human Nature Drives Customer Loyalty in a Digital World
New Calabrio Study Finds Human Nature Drives Customer Loyalty in a Digital World Results show organisations…
ContactBabel: The 2018 UK CX Decision-Makers Guide
The 2018 UK CX Decision-Makers Guide is based on hundreds of surveys with UK organisations, and…
Inner Circle Guide to Cloud-based Contact Centre Solutions
Use of cloud-based contact centre applications doubled since 2015 Cloud call routing, call recording, IVR, outbound…
The 2018 UK & US Customer Experience Decision-Makers’ Guides
The 2018 UK & US Customer Experience Decision-Makers’ Guides – ContactBabel The 2018 CX Decision-Makers’ Guides…
Benchmarking Study of UK Customer Contact Operations
The largest HR & operational benchmarking study of UK customer contact operations is now available, giving…
The Contact Centre from an Advisor’s Perspective
Kura and Inisoft recently teamed up with CCA Global to understand the challenges front-end advisors face and…