Contact Centre Agents Want Employers to Offer Hybrid Working
Study of 200 UK-based contact centre advisors reveals that the majority want to split their time between the office and…
– Surveys
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
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
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…
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…