Contact Centre Association Research for KANA Suggests Only 40 Percent of Senior Managers Focused on Improving…
Category: – Reports/Surveys
Deloitte Consulting 2013 Global Contact Centre Survey Results
Deloitte Consulting 2013 Global Contact Centre Survey focused on contact centre industry leaders’ perspectives on both…
ContactBabel – The Inner Circle Guide to Interaction Analytics
ContactBabel, one of the leading analyst companies for the contact centre industry, is currently researching the…
Dimension Data 2014/15 Global Contact Centre Benchmarking Survey
-Dimension Data – the world’s most useful benchmarking research study is open for your participation contact-centres.com…
How to boost revenue through improved customer engagement
How to boost revenue through improved customer engagement explains Richard Farrell, CTO, Netcall “Your call is…
Why You Need a Multichannel Contact Centre Integration Strategy
Customers expect to be able to reach out to a contact centre using the channel of…
Which? Report focus on Energy Company’s waiting times
How does your contact centre compare? Need to ring your energy provider? Then be prepared to…
2014 Best Practice Guide for customer contact leaders
The Best Practice Guide, published by the Professional Planning Forum, is packed with outstanding case studies,…
Returning service operations to the UK? Try cloud-based homeworking
The tide is turning in the outsourcing world. What was once a flood of companies turning…
Ovum estimates home-based agents to increase to 160,000 by 2017
The total number of outsourced agents working at home will soon exceed 100,000 globally, and the…
Financial Services Customers Call For a Human Touch in the Digital Age
Despite a surge in use of online and mobile apps, people want their banks, building societies…
IVR self-service session costs 6 times less than a call to an agent
Visual IVR set to give telephony self-service a shot in the arm New research published by…
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…