Latest report from Cavell predicts the global displacement of 1.9 million contact centre agents by Automation…
Category: – Reports/Surveys
NiCE Research Reveals Customer Service Happiness Is Rising
NiCE Research Reveals Customer Service Happiness Is Rising, As General Happiness Declines, with 72% of Consumers…
Contact Centre Industry Set for Major Transformation Acceleration
Latest research highlights a contact centre industry set for major transformation acceleration A new research report…
Survey Finds 60% of Contact Centre Agents Fail to Promote Self-Service
Gartner Survey Finds 60% of Contact Centre Agents Fail to Promote Self-Service – Agents Play a Pivotal…
2025 CX Study: Meeting Rising Customer Expectations
Customer expectations have never been higher, and businesses have little room for error in their plans…
The Challenges of Integrating People & Tech in the Contact Centre
“The low-hanging fruit is no longer there on the tree” – new CCMA research highlights the…
Calabrio Report: The State of the Contact Centre 2025
The State of the Contact Centre 2025 – Calabrio surveyed 400+ global contact centre leaders, and…
Top Industries Revealed – Who Leads in Customer Service Excellence?
Top Industries Revealed – Who Leads in Customer Service Excellence within the contact centre? • UK…
Speed vs. Support: The Customer Service Love Triangle
Fast service or the right support? Customers don’t think they should have to choose. But new…
Contact Centre Technology Report 2025
The Contact Centre Technology Report is your essential guide to the evolving world of contact centre…
Survey Reveals Insightful Customer Preferences for Contact Centres
TCN conducts first UK consumer survey of 2000 people revealing insightful customer preferences for contact centres…
Puzzel – New Survey Reveals Top 2025 Contact Centre Trends
New survey from Puzzel reveals top 2025 trends: 65% of CX leaders see AI as essential…
Five9 Launches Research Revealing UK Consumer Distrust in Service providers
Five9 launches new research at CCCX revealing UK consumer distrust in energy, healthcare, airline and financial…
The UK Contact Centre Decision-Makers’ Guide – Be Part Of It
With insights built on hard data, the 22nd annual edition of “The UK Contact Centre Decision-Makers’…
Unveiled: What are Contact Centres Doing Right Now?
Unveiled: What are Contact Centres Doing Right Now? Joe O’Brien, Head of Communications at Sabio Group,…
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…