Voicemail is costing small business monet according to new report by Moneypenny – 69% of callers…
Category: – Reports/Surveys
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…
Survey Shows Increasing Acceptance of Whistleblowing
New Benchmaring survey from Expolink shows increasing acceptance of whistleblowing hotlines Expolink, the leading UK-based provider…
The 2016 UK Contact Centre Decision Makers Guide
The 14th edition of The UK Contact Centre Decision Makers Guide – the UK’s largest study…
Contact Centres Out Of Touch According to New Study
New study reveals customer experience is getting worse; contact centres out of touch with the reality…
The NRG Recruitment North East Contact Centre Survey
NRG are committed to raising standards and the continued development of the North East’s contact centre…
UK Business Integrating Digital Customer Services
UK Business Increasingly Integrating Digital Customer Services according to research by Avato UK £706 million spent…
Public Fundamentally Misunderstands Contact Centres YouGov Survey
Public Fundamentally Misunderstands Contact Centres, New YouGov Survey by Aquarium Software Shows There is a massive…
Positive Experience of Web Chat Drives Further Growth Says ContactBabel
Positive Experience of Web Chat Drives Further Growth according to respndents survey in ContactBabel research. Respondents…
The UK Contact Centre Decision-Makers Guide
ContactBabel are starting their annual research for the UK Contact Centre Decision-Makers’ Guide – the UK’s…
Nationwide Tops Car Insurance Customer Experience Survey
Nationwide Tops Car Insurance Customer Experience Survey conducted by Webhelp Some of the country’s biggest names…
Blueprint on Contact Centre Operations 2016 – Research and Markets
Research and Markets has announced the addition of the “2016 Blueprint: Contact Centre Operations Services” report…
Businesses Must Act Now to Support Call Centric Workers
Businesses Must Act Now to Support Call Centric Workers to include contact centre agents – Jabra…