Why Contact Centres Struggle with High Agent Turnover in 2021
New Calabrio Report, Launched at Customer Event, Diagnoses Why Contact Centres Struggle with High Agent Turnover in 2021 Report unveiled…
– Surveys
Take Part in the UK’s Largest Survey of Contact Centres
Will Data Security Hold Back Remote Contact Centre Working?
Contact Centres Face Workforce Gaps as CX Becomes Complex
Contact Centre Agents Want Employers to Offer Hybrid Working
How Has the Pandemic Affected UK Customer Experience?
The 2021 UK Customer Experience Decision-Makers’ Guide
Nuisance Calls and Texts Tumbled 20% in 2020
Contact Centres Require Human Touch to Function in Hybrid World
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…
Remote Working of Contact Centre Staff – Take the Survey
The huge rise in remote working of staff, to include contact centre agents, has meant that many businesses are having…
Evolution of Contact Centres Raises Important Questions
CCMA’s Evolution of the Contact Centre research raises important questions for contact centre leaders The CCMA (Call Centre Management Association)…
Contact Centres Are Increasing Investment in Digital Channels & AI
Contact Centres Are Increasing Investment in Digital Channels and Artificial Intelligence for Enhanced Customer Experiences Annual NICE inContact CX Transformation…
Take Part in a 3 Minute Contact Centre Headset Survey
Take part in a 3 Minute Contact Centre Headset Survey – Win Wireless Headsets – UK & Ireland Jabra are…
The Contact Centre As A Premium Sales Channel
Consumers willing to pay more for insurance if phone experience can match online Survey by ResponseTap reveals the potential of…
The UK Contact Centre Decision-Makers’ Guide
With insights built on hard data, the 18th annual edition of “The UK Contact Centre Decision-Makers’ Guide” is the largest…
British Businesses say Customers Swear at Chatbots!
Over half of British businesses surveyed say customers swear at chatbots – yet younger generations surveyed use them to answer…
Customer Engagement Sees Decline During COVID-19 Lockdown
Customer engagement saw dramatic decline across the economy during COVID-19 lockdown, according to research from Content Guru – Customer call…
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…