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…

Phone Calls Remain the Strongest Contact Centre Tool

Phone calls remain strongest Customer service tool in the contact centre research from Salesforce suggests People…

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