Netcall Survey: 95% of consumers say contact centres fall short on FCR- Not giving consumers the…
Category: – Reports/Surveys
ContactBabel Contact Centre HR & Operational Benchmarking Report
“The UK Contact Centre HR & Operational Benchmarking Report (4th edition 2014/15)”, is a major study…
Interactive Intelligence sponsors latest UK Contact Centre Decision-Makers’ Guide
Interactive Intelligence has sponsored the 12th edition of the UK Contact Centre Decision-Makers’ Guide, a major…
Azzurri research shows that mobile workers become more productive workers
71% of businesses believe there are still greater productivity gains to be had from mobile services…
Widespread dissatisfaction with standard and consistency at UK contact centres
82% of consumers say dealing with contact centres is an unnecessary stress Research by Damovo UK…
Pay and Conditions in Contact Centres 2014/15 Report
IDS Pay and Conditions in Call and Contact Centres 2014/15 Report provides a detailed picture of…
What do you really think of Cloud in the Contact Centre?
Contact-centres.com have joined forces with Aspect to find out what the UK contact centre industry really…
Web chat volumes increase 60% in 2014
Web Chat – New research published by ContactBabel, the contact centre industry analysts, reveals that the…
Get Ready for Polarised Customer Service
A new survey from Enghouse Interactive, polling the views of more than 2,000 adults across the…
Research shows Intelligent Chat is increasingly favoured by consumers
34% prefer intelligent chat when engaging with customer service while one in ten have abandoned a…
Which? Energy companies hit rock bottom for customer service
New Which? research has found the Big Six energy suppliers are among the worst offenders when…
HMRC Survey Report 2013-2014 – How does your contact centre compare?
HMRC Contact Centres provide a national telephone service for dealing with enquiries from customers. The main…
Contact Centre Gamification Product and Market Report 2014/15
Research and Markets has announced the addition of the “2014 – 2015 Contact Centre Gamification Product…
Last chance to take part in ContactBabel Survey
Contact Babel are inviting organisations with more than 10 UK agent positions to take part in…
Increased Use of Sorry Indicators of Poor Customer Service
Special Report on Behavioural Cues Finds that Politeness Has an Impact on Customer Satisfaction; Overall Global…
Cloud Contact Centre Solutions Survey
Providers of cloud contact centre technology are keen to promote their advantages. Our new survey looks…
The Importance of Location
We recently put out a survey to try and get to the bottom of how customers…