Research reveals dissatisfaction with service at UK contact centres

New research by enterprise ICT solutions and services provider Damovo UK & Ireland has revealed widespread…

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…

UK Contact Centres are Already Failing Social Media Users

As a contact centre channel, social media is the new kid on the block. Many companies…

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…

Is it time for Social Media Customer Service outsourcing?

According to the recent Ovum report on Social Media CRM Outsourcing the need to deliver social…

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…

Outsourcing is being transformed by the digital revolution

New relationships and new commercial models are essential says Serco and Ember’s latest whitepaper. Just as…

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…

Survey reveals organisations don’t learn from personal experience with only 2 in 10 measuring customer effort

Just two in ten organisations rate customer effort – the level of frustration, amount of time…

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…

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