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)…
– Surveys
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
Survey Confirms Poor Data Security Practices During Pandemic
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…
Customers Disengaged With Businesses Due To Online Billing
One in three customers disengaged with businesses as a result of online billing – Mobile phone and credit card companies…
Survey Shows Increasing Acceptance of Whistleblowing
New Benchmaring survey from Expolink shows increasing acceptance of whistleblowing hotlines Expolink, the leading UK-based provider of outsourced whistleblowing hotlines,…