Cloud adoption now a strategic business decision

Cloud adoption now a strategic business decision, about more than just technology Independent research shows cloud…

Eptica Research – Consumers frustrated from brands on digital channels

Eptica research finds that UK and French consumers frustrated by lack of understanding from brands on…

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…

Survey Confirms Contact Centre Professionals want better performance

Contact centre professionals believe better performance measurement is required, Capita survey finds 100 per cent of…

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…

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