The UK still provides a great opportunity for Contact Centre outsourcing, and there has been a…
Category: – Reports/Surveys
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…
Netcall Survey: 95% of consumers say contact centres fall short on FCR
Netcall Survey: 95% of consumers say contact centres fall short on FCR- Not giving consumers the…
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…