Growing Prevalence of “Conversational Everything”
New research from Infobip reveals the growing prevalence of “conversational everything” for customer communications » Infobip data from more than…
– Reports/Surveys
97% of Phone Interactions Fail Proposed Regulations
Chatbots Still Falling Short of Consumer Expectations
Has your Contact Centre Embraced Hybrid Working?
Telephone Best Channel for Contacting Contact Centres
Contact Centres Failing to Grasp Customer Interaction Needs
Black Friday & Cyber Monday Become More Conversational
CX Will Become Mainstream Support Channel Within 5 Years
Contact Centre Experiences Cost Returning Customers
42% of Consumers Have Had It With Hanging on Hold
42% of consumers have had it with hanging on hold – Social poll reveals long hold times are the biggest…
Business Leaders Prefer Phone Over Other Communication Tools
New Enterprise Communications Report Finds 90% of Business Leaders Prefer Phone Over Other Communication Tools 95% of business decision makers…
Customer Gripes: Calls Not Answered & Annoying Music
Calls not answered and annoying music on hold are top customer phone gripes when calling a contact centre Moneypenny report…
Vulnerable Customers Struggling to Access Contact Centres
Almost 90% of vulnerable customers are struggling to access contact centre customer support services MaxContact has today revealed the challenges faced…
Phone Calls Remain the Strongest Contact Centre Tool
Phone calls remain strongest Customer service tool in the contact centre research from Salesforce suggests People still prefer phone calls…
Take Part in the UK Contact Centre Decision-Makers’ Guide 2023
With insights built on hard data, the 20th annual edition of “The UK Contact Centre Decision-Makers’ Guide” is the largest…
42% of Customer Queries to UK Retailers Go Unanswered
42% of customer queries to leading UK retailers contact centres go unanswered – Study reveals correlation between retailer success and…
Organisations Need to Modernise Comms to Support Hybrid Work
New Research from Mitel Reveals Need for Organisations to Modernise Business Communications to Support Accelerating Hybrid Work Significant Employee vs…
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…