The 2017 UK Contact Centre Decision-Makers’ Guide (15th edition) With insights built on hard data, the…
Category: – Reports/Surveys
No Calls Please, We’re British! Avaya Survey Reveals
YouGov survey of over 5,000 banking customers reveals Brits’ overwhelming aversion to phone calls Bank customers…
2017 UK Contact Centre Decision-Makers Guide
The 2017 UK Contact Centre Decision-Makers’ Guide (15th edition) With insights built on hard data, the…
UK Insurance Customer Service Worsening Says Eptica Report
UK insurance customer service worsening, with 68% of queries left unanswered on digital channels Eptica study…
Global Contact Centre Market 2016: Industry Statistics
Global Contact Centre Market 2016: Industry Statistics, valuable source of guidance and direction for companies and…
Strongest Quarter in Five years for Private Sector Outsourcing
Strongest quarter in five years for private sector outsourcing market Outsourcing spend among UK businesses rises…
Global Contact Centre Outsourcing Market 2017-2021
Global Contact Centre Outsourcing Market – Procurement Market Intelligence Report 2017-2021 – Research and Markets Research…
The Inner Circle Guide to Customer Interaction Analytics
“The Inner Circle Guide to Customer Interaction Analytics” is a major independent analyst report, aimed at…
Dimension Data: Customer Experience – The Uncomfortable Truth
Dimension Data: Organisations around the world are failing to implement effective digital strategies. As a result…
ContactBabel: The Inner Circle Guide to Self-Service
The Inner Circle Guide to Self-Service is a major independent analyst report, aimed at providing customer…
The Customer Service Pulse for Robotic Process Automation
[Survey]: The Customer Service Pulse for Robotic Process Automation – 2017 What does Robotic Process Automation…
Inner Circle Guide to Multichannel Workforce Optimisation
“The Inner Circle Guide to Multichannel Workforce Optimization” is a major independent analyst report, aimed at…
Voicemail is Costing Small Business Money
Voicemail is costing small business monet according to new report by Moneypenny – 69% of callers…
WFM: Is Employee Engagement Part of the Picture?
{SURVEY} Workforce Management in 2017 – Is employee engagement part of the picture? Last year, our…
European Contact Centre Market Grows 3.02%
Research Finds 37,700 Contact Centres Employing 3,85 Million People in 30 European Countries in 2015 Altitude…
Brits Snub Retailers with Slow Customer Service
Three in Four Brits Snub Retailers with Slow Customer Service Research by Interactive Intelligence shows that…
UK Contact Centre HR & Operational Benchmarking Report
The largest HR & operational benchmarking Report of UK customer contact operations is now available from…
Chat Overtakes Phone as Top Customer Service Channel
Chat has surpassed phone and email as the most popular way for consumers to interact with…
Customers Disengaged With Businesses Due To Online Billing
One in three customers disengaged with businesses as a result of online billing – Mobile phone…