Visual IVR set to give telephony self-service a shot in the arm New research published by…
Category: – Reports/Surveys
Company Culture is Holding Back the Connected Business, not Technology
Enghouse Interactive survey reveals culture and structure is inhibiting the growth of connected businesses, despite most…
A million workers off sick for more than a month – Any in your contact centre?
As many as 960,000 employees were on sick leave for a month or more each year…
Firstsource Survey shows Domestic Landline has not reached the end of the line
• 63% of UK adults use their domestic landline at least once a week • One…
Interactive Intelligence Report – Cloud drives growth in contact centre market
Interactive Intelligence Group Inc has published the latest Frost & Sullivan analysis, “Cloud Momentum Boosts Trends…
1 in every 25 jobs in the UK is within the contact centre industry
But what does the future hold? “UK Contact Centres in 2014: The State of the Industry…
Good customer service depends on a connected approach, say fed-up customers
Research shows demand from consumers for ‘Single Customer View’ approach to customer experience being ignored by…
Cloud Contact Centres Become a Reality for 2013
The ‘2013 Cloud Contact Centre Survey’ reveals an increasing number of UK contact centres have started…
Noble Systems Survey Reveals Organisations Continue to Rely on Manual Contact Tools
Noble Systems Corporation have announced the results of its latest survey of contact centre operations, revealing…
The Future of Customer Service 2013
The CCA Kcom ‘Future of Customer Service’ report 2013 marks the third year this authoritative research…
Telephony Best Channel for Complaint Handling & Customer Satisfaction
Telephony Best Channel for Complaint Handling & Customer Satisfaction with 73% of US businesses say, if…
Rostrvm Solutions survey shows contact centres slowed down
Rostrvm Solutions latest survey of UK contact centres has found that staff productivity is being hampered…