Pressure increasing on utilities, broadband and phone providers as research shows 97% of phone interactions fail…
Category: – Reports/Surveys
Chatbots Still Falling Short of Consumer Expectations
New survey finds contact centre chatbots are still falling short of consumer expectations Global survey reveals…
Has your Contact Centre Embraced Hybrid Working?
Has your Contact Centre Embraced Hybrid Working? The majority of UK businesses still ill-equipped for a…
Telephone Best Channel for Contacting Contact Centres
Confidence in tech-enabled customer service remains low amongst UK consumers The telephone is still widely perceived…
Contact Centres Failing to Grasp Customer Interaction Needs
New research shows organisations are failing to grasp customer interaction needs – Over 70% of UK…
Black Friday & Cyber Monday Become More Conversational
Black Friday and Cyber Monday customer communications become more conversational – Infobip sees year-on-year growth for…
CX Will Become Mainstream Support Channel Within 5 Years
Over Two-Thirds of Customer Experience Industry Professionals Believe Immersive CX Will Become a Mainstream Support Channel…
Contact Centre Experiences Cost Returning Customers
Poor Contact Centre Experiences could cost businesses up to 84% of returning customers – Customers reveal…
42% of Consumers Have Had It With Hanging on Hold
42% of consumers have had it with hanging on hold – Social poll reveals long hold…
Business Leaders Prefer Phone Over Other Communication Tools
New Enterprise Communications Report Finds 90% of Business Leaders Prefer Phone Over Other Communication Tools 95%…
Customer Gripes: Calls Not Answered & Annoying Music
Calls not answered and annoying music on hold are top customer phone gripes when calling a…
Vulnerable Customers Struggling to Access Contact Centres
Almost 90% of vulnerable customers are struggling to access contact centre customer support services MaxContact has today…
Phone Calls Remain the Strongest Contact Centre Tool
Phone calls remain strongest Customer service tool in the contact centre research from Salesforce suggests People…
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’…
42% of Customer Queries to UK Retailers Go Unanswered
42% of customer queries to leading UK retailers contact centres go unanswered – Study reveals correlation…
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…
Consumers Judge Brands Based on their Customer Service
New Calabrio Research: Consumers Judge Brands Based on their Customer Service Experience, but Brands are not…
What do Contact Centre Customers Really Think?
Understanding what contact centre customers really think – A CCMA research paper sponsored by Odigo How…
Contact Centres Have Increased Focus on Agent Experience
Five9 International Study Finds 9 out of 10 Contact Centres Have Increased Focus on Agent and…