Contact Centre Agents Feel ‘Let Down’ by Lack of Information
Majority of contact centre agents feel ‘let down’ by lack of information when handling customer enquiries, Cirrus survey finds. Independent…
– Surveys
Remote Working of Contact Centre Staff – Take the Survey
Evolution of Contact Centres Raises Important Questions
Contact Centres Are Increasing Investment in Digital Channels & AI
Take Part in a 3 Minute Contact Centre Headset Survey
The Contact Centre As A Premium Sales Channel
The UK Contact Centre Decision-Makers’ Guide
British Businesses say Customers Swear at Chatbots!
Customer Engagement Sees Decline During COVID-19 Lockdown
Take Part in the 2020 UK CX Decision-Makers Guide
The 2020 UK Customer Experience Decision-Makers’ Guide is based on 200+ surveys with UK businesses, and 1,000 interviews with British…
Survey Confirms Poor Data Security Practices During Pandemic
Survey from PCI Pal® shows significant consequences for businesses that demonstrate poor data security practices during the pandemic With recent…
Consumers Switch after Poor Contact Centre Experience
British Businesses Lose Nearly £5 Billion due to Unplanned Customer Churn – New research shows 78% of UK consumers will…
86% of Brits say self-service is a positive experience
86% of Brits say self-service is a positive experience – but we still want a contact centre agent to help…
The 2017/18 UK Contact Centre Decision-Makers Guide
The 2017/18 UK Contact Centre Decision-Makers’ Guide (15th edition) With insights built on hard data, the 15th annual edition of…
Take Part in the UK Contact Centre Decision-Makers’ Guide
The 2017 UK Contact Centre Decision-Makers’ Guide (15th edition) With insights built on hard data, the 15th annual edition of…
No Calls Please, We’re British! Avaya Survey Reveals
YouGov survey of over 5,000 banking customers reveals Brits’ overwhelming aversion to phone calls Bank customers in the UK politely…
The Customer Service Pulse for Robotic Process Automation
[Survey]: The Customer Service Pulse for Robotic Process Automation – 2017 What does Robotic Process Automation (RPA) mean for customer…
WFM: Is Employee Engagement Part of the Picture?
{SURVEY} Workforce Management in 2017 – Is employee engagement part of the picture? Last year, our survey titled ‘The state…
Chat Overtakes Phone as Top Customer Service Channel
Chat has surpassed phone and email as the most popular way for consumers to interact with retailers [24]7 survey finds…