Customer engagement drives one third of UK cloud deployments, CIF research finds – Improving customer service…
Category: – Reports/Surveys
Webhelp UK Report – Nearly 90% of Businesses are Neglecting Customer Experience
Webhelp UK Report – Nearly 90% of Businesses are Neglecting Customer Experience. Mobile technology means customers…
Videlica Report Highlights Failure to Tackle Call in Queues
Videlica report highlights that keeping customers waiting in phone queues costs UK businesses an estimated £3.7…
ContactBabel – Inner Circle Guide to Cloud-based Contact Centre Solutions
ContactBabel Analyst report: Cloud-based Contact Centre Solutions definitive 2012 “Inner Circle Guide to Cloud-based Contact Centre…
Zendesk Benchmark: Live Chat Drives Highest Customer Satisfaction
Zendesk Benchmark: Live Chat Drives Highest Customer Satisfaction – Exchanging more messages during a live chat…
Press 1 to find the worst call centre offenders in new Which? survey
New Which? research has revealed BT, TalkTalk and Scottish Power are the companies we dread calling…
Cloud adoption now a strategic business decision
Cloud adoption now a strategic business decision, about more than just technology Independent research shows cloud…
55% of Customers Can’t Remember Having a Successful Customer Experience
SDL Report confirms that 55% of Customers Can’t Remember Having a Successful Experience [Infographic] The customer…
Callstream – Personal lines insurers outperform commercial lines in Contact Centre performance
Callstream research confirms that Personal insurers are outperforming their commercial counterparts in their ability to make…
alldayPA finds Consumers hang up on automated call answering
alldayPA reports finds that businesses Relying on Automated Menus can lose 55% of potential customers UK…
PCI DSS Compliance in the Contact Centre Guide
PCI DSS Compliance in the Contact Centre Guide; With fines for PCI non-compliance potentially running into…
Marketers No Closer to Understanding Customer Journey
Mapping the customer journey in the contact centre isn’t that straightforward; new research reveals a lack…
How Contact Centres are using Quality Monitoring
How Contact Centres are using Quality Monitoring When your agents are successful your contact centre will…
Contact Centres looking to nearshore locations
Contact Centres – Attractive Benefits Draw UK Contact Centres to Scotland, Ireland, Northern Ireland – New…
Ignoring PCI-DSS rules costs Brokers new business according to Callstream
Callstream research shows that ignoring new PCI legislation will cost insurers more than just fines Research…
Expolink Guide to Web Chat in the Contact Centre
Expolink ‘The Insiders’ Guide to Web Chat in the Contact Centre. If you think web chat…
Aspect Software Introduces Experience Continuity
A new study from Aspect Software found that the top customer service frustration for consumers today…