Contact Centre Experiences Could Cost Returning Customers
Poor Contact Centre Experiences could cost businesses up to 84% of returning customersCustomers reveal that long call queues and dealing…
– Reports/Surveys
42% of Consumers Have Had It With Hanging on Hold
Business Leaders Prefer Phone Over Other Communication Tools
Customer Gripes: Calls Not Answered & Annoying Music
Vulnerable Customers Struggling to Access Contact Centres
Phone Calls Remain the Strongest Contact Centre Tool
Take Part in the UK Contact Centre Decision-Makers’ Guide 2023
42% of Customer Queries to UK Retailers Go Unanswered
Organisations Need to Modernise Comms to Support Hybrid Work
Consumers Judge Brands Based on their Customer Service
New Calabrio Research: Consumers Judge Brands Based on their Customer Service Experience, but Brands are not Empowering Contact Centre Employees…
What do Contact Centre Customers Really Think?
Understanding what contact centre customers really think – A CCMA research paper sponsored by Odigo How should contact centres respond…
Contact Centres Have Increased Focus on Agent Experience
Five9 International Study Finds 9 out of 10 Contact Centres Have Increased Focus on Agent and Employee Experience 50% are…
How Can Contact Centres Improve the Health of Agents?
ContactBabel is working with University researchers and industry partners to discover what UK contact centres are doing to improve the…
88% of Over 65s feel ‘Shut Out’ by Online Brands
Think outside the chatbot box in the contact centre : 88% of over 65s feel ‘shut out’ by online brands …
The Impact of the Cost of Living Crisis has on the Contact Centre
CCMA research reveals impact of cost of living crisis on contact centres The cost of living crisis is driving up…
UK Contact Centres Close to Breaking Point according to Survey
UK contact centres close to breaking point according to new global survey – Contact centre leaders are struggling to keep…
Half of UK Plagued by Increased Cold Calling from Contact Centres
Almost half of UK plagued by increased cold calling from contact centres according to survey from Ringover – 45 per…
Inner Circle Guide to Cloud-based Contact Centre Solutions
“The Inner Circle Guide to Cloud-based Contact Centre Solutions”, with data from over 200 UK organisations, is now available for free…
Consumers Are Calling the Shots for when to Self-Serve
Consumers are calling the shots for when to self-serve, according to CCMA research According to research released today from the…