Take Part in the UK Contact Centre Decision-Makers’ Guide 2023
With insights built on hard data, the 20th annual edition of “The UK Contact Centre Decision-Makers’ Guide” is the largest…
– Reports/Surveys
42% of Customer Queries to UK Retailers Go Unanswered
42% of customer queries to leading UK retailers contact centres go unanswered – Study reveals correlation between retailer success and…
Organisations Need to Modernise Comms to Support Hybrid Work
New Research from Mitel Reveals Need for Organisations to Modernise Business Communications to Support Accelerating Hybrid Work Significant Employee vs…
Consumers Judge Brands Based on their Customer Service
New Calabrio Research: Consumers Judge Brands Based on their Customer Service Experience, but Brands are not Empowering Contact Centre Employees…
What do Contact Centre Customers Really Think?
Understanding what contact centre customers really think – A CCMA research paper sponsored by Odigo How should contact centres respond…
Contact Centres Have Increased Focus on Agent Experience
Five9 International Study Finds 9 out of 10 Contact Centres Have Increased Focus on Agent and Employee Experience 50% are…
How Can Contact Centres Improve the Health of Agents?
ContactBabel is working with University researchers and industry partners to discover what UK contact centres are doing to improve the…
88% of Over 65s feel ‘Shut Out’ by Online Brands
Think outside the chatbot box in the contact centre : 88% of over 65s feel ‘shut out’ by online brands …
The Impact of the Cost of Living Crisis has on the Contact Centre
CCMA research reveals impact of cost of living crisis on contact centres The cost of living crisis is driving up…
UK Contact Centres Close to Breaking Point according to Survey
UK contact centres close to breaking point according to new global survey – Contact centre leaders are struggling to keep…
Half of UK Plagued by Increased Cold Calling from Contact Centres
Almost half of UK plagued by increased cold calling from contact centres according to survey from Ringover – 45 per…
Inner Circle Guide to Cloud-based Contact Centre Solutions
“The Inner Circle Guide to Cloud-based Contact Centre Solutions”, with data from over 200 UK organisations, is now available for free…
Consumers Are Calling the Shots for when to Self-Serve
Consumers are calling the shots for when to self-serve, according to CCMA research According to research released today from the…
Technology Increases Employee Inclusion in Hybrid Work
Jabra Research Reveals Technology Increases Employee Inclusion in Hybrid Work – In a world where 60% of employees say a…
The UK Contact Centre Salary and Skills Guide – Download Now
The UK Contact Centre Salary and Skills Guide – CCMA Report Download First ever UK Contact Centre Salary and Skills…
Take Part in the Definitive Contact Centre Survey
The 2022 UK Customer Experience Decision-Makers’ Guide is based on hundreds of surveys with UK businesses, and thousands of interviews…
Get the Balance Right Between Secure Authentication & CX
It’s more important than ever for providers to get the balance right between secure authentication and customer experience in the…
Global Artificial Intelligence in Contact Centres Market Report
Global Artificial Intelligence in Contact Centres Market Report 2022-2036: Use Cases for AI Today and the Exciting Future of this…
Data is Proving a Game-Changer for Contact Centres
According to research released today from the CCMA (Call Centre Management Association), data is transforming how contact centres operate and…