Contact centres boost customer service performance with surge in WhatsApp and Live Chat adoption – up…
Category: – Reports/Surveys
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…
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…