AI will Impact Customer Service Agents, But Not How We Anticipate

New Calabrio Contact Centre Research: AI will Impact Customer Service Agents, But Not How We Anticipate…

State of the Contact Centre 2023 – Calabrio Annual Report

State of the Contact Centre 2023 – Calabrio Annual Report about emerging trends, challenges, and expectations…

Contact Centre Analyst Report: 11 Vendors Ranked

The Forrester Wave™: Conversation Intelligence for Customer Service, Q3 2023 The long wait is over!  Forrester…

40% of CX Leaders Voted Contact Centre Reporting Top Challenge

40% of CX Leaders voted contact centre reporting as a top challenge in 2023 The latest…

2023-24 UK Customer Experience Decision-Makers’ Guide

“The 2023-24 UK Customer Experience Decision-Makers’ Guide” is based on hundreds of surveys with UK businesses,…

Consumers Welcome Contact Amidst Rising Cost of Living

Consumers welcome proactive contact from organisations amidst the rising cost of living. Two out of three…

Mishearing Customer Calls Costs Contact Centres £246m a Year

Say what? Mishearing on customer calls costing contact centres £246m a year Research from ContactBabel, sponsored…

Contact Centre Report: Exceeding UK Customer Expectations

Contact Centre Report: “Exceeding UK Customer Expectations 2023-24” – Half of UK customers changed at least…

83% of Customer Service Managers have added GigCX Talent

New research from gig customer experience (GigCX) platform Limitless has revealed that 83% of customer service managers…

Gen Z Most Likely to Struggle with Cost Of Living Crisis

Gen Z most likely to struggle keeping up with water bills as a result of the…

Three Highlights from the 2023 Decision Makers’ Guide 

Three highlights from the 2023 Decision Makers’ Guide  Now in its 20th year ContactBabel’s 2023 UK…

Selecting Partners for Contact Centre Transformation?

New research highlights critical considerations when selecting partners for contact centre transformation. The latest research released…

28% UK Organisations Have Omnichannel Connected

Only over a quarter (28%) of UK organisations have omnichannel connected in their organisations according to…

Growing Prevalence of “Conversational Everything”

New research from Infobip reveals the growing prevalence of “conversational everything” for customer communications »  Infobip…

97% of Phone Interactions Fail Proposed Regulations

Pressure increasing on utilities, broadband and phone providers as research shows 97% of phone interactions fail…

Chatbots Still Falling Short of Consumer Expectations

New survey finds contact centre chatbots are still falling short of consumer expectations Global survey reveals…

Has your Contact Centre Embraced Hybrid Working?

Has your Contact Centre Embraced Hybrid Working? The majority of UK businesses still ill-equipped for a…

Telephone Best Channel for Contacting Contact Centres

Confidence in tech-enabled customer service remains low amongst UK consumers The telephone is still widely perceived…

Contact Centres Failing to Grasp Customer Interaction Needs

New research shows organisations are failing to grasp customer interaction needs – Over 70% of UK…

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