Contact centre professionals believe better performance measurement is required, Capita survey finds 100 per cent of…
Category: – Reports/Surveys
Does your relationship with Quality Monitoring pass the test?
Business Systems (UK) Ltd are launching a short survey to identify how contact centre managers are…
Capita Survey Confirms Gamification holds the key to operational benefits
Capita Survey Confirms Gamification holds the key to operational benefits but less than half of organisations…
Research and Markets: UK Contact Centres Market Report 2015
Research and Markets has announced the addition of the “Contact Centres Market Report 2015” report to…
Eptica research sees Twitter overtake email for fast, accurate customer service
Latest Eptica research sees Twitter overtake email for fast, accurate customer service UK brands are failing…
Outsource – Contact Centre Map of the UK
The UK still provides a great opportunity for Contact Centre outsourcing, and there has been a…
ICMI Report: How to Create a Flawless Call Centre Customer Experience
ICMI Report; ICMI have released a contact centre whitepaper ‘Insider Perspectives on Removing the Roadblocks to…
Interactive Intelligence reveals it takes up to 5 agents to solve 1 customer complaint
An Interactive Intelligence commissioned survey reveals the stark reality of today’s customer service industry with a…
Zendesk Benchmark: How Customer Service Teams Operate Can Matter More than Industry Comparisons
New Research by Zendesk Finds Four Types of Support Organisations Based on Similarities in Operational Traits…
Ansaback: Britons prefer UK based contact centres over discounts
Ansaback; Research conducted by Ipswich based Outsource company Ansaback reveals that Britons prefer to speak with…
Contact Centres put improving sales at bottom of the list
When it comes to what contact centre professionals want their technology investments to deliver for them,…
Customer Service and Satisfaction has dropped to its lowest level since 2010
Customer Satisfaction has dropped according to Institute of Customer Service Report John Lewis and Amazon come…
UK Contact Centres in 2015
1 in every 25 jobs in the UK is within the contact centre Industry but what…
ContactBabel – UK Contact Centres in 2015: The State of the Industry & Technology Penetration
1 in every 25 jobs in the UK is within the contact centre industry according to…
Callers wait for Presley, Pavarotti and Katy Perry when calling contact centres
“In simple terms the Top 3 means music from the likes of Elvis Presley, Luciano Pavarotti…
Cloud Based Contact Centre Market 2014-2019
Research and Markets has announced the addition of the “Cloud Based Contact Centre Market by Solution,…
Inside the Minds of Your Customers [Survey Results]
Don’t Miss These Survey Results What do consumers really think about customer service today? How do…