Contact Centre Report: “Exceeding UK Customer Expectations 2023-24” – Half of UK customers changed at least…
Category: – Reports/Surveys
83% of Customer Service Managers have added GigCX Talent
New research from gig customer experience (GigCX) platform Limitless has revealed that 83% of customer service managers…
Gen Z Most Likely to Struggle with Cost Of Living Crisis
Gen Z most likely to struggle keeping up with water bills as a result of the…
Three Highlights from the 2023 Decision Makers’ Guide
Three highlights from the 2023 Decision Makers’ Guide Now in its 20th year ContactBabel’s 2023 UK…
Selecting Partners for Contact Centre Transformation?
New research highlights critical considerations when selecting partners for contact centre transformation. The latest research released…
28% UK Organisations Have Omnichannel Connected
Only over a quarter (28%) of UK organisations have omnichannel connected in their organisations according to…
Growing Prevalence of “Conversational Everything”
New research from Infobip reveals the growing prevalence of “conversational everything” for customer communications » Infobip…
97% of Phone Interactions Fail Proposed Regulations
Pressure increasing on utilities, broadband and phone providers as research shows 97% of phone interactions fail…
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…