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)…
CCMA’s Evolution of the Contact Centre research raises important questions for contact centre leaders The CCMA (Call Centre Management Association)…
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 – but we still want a contact centre agent to help…
The 2017/18 UK Contact Centre Decision-Makers’ Guide (15th edition) With insights built on hard data, the 15th annual edition of…
The 2017 UK Contact Centre Decision-Makers’ Guide (15th edition) With insights built on hard data, the 15th annual edition of…
YouGov survey of over 5,000 banking customers reveals Brits’ overwhelming aversion to phone calls Bank customers in the UK politely…
[Survey]: The Customer Service Pulse for Robotic Process Automation – 2017 What does Robotic Process Automation (RPA) mean for customer…
{SURVEY} Workforce Management in 2017 – Is employee engagement part of the picture? Last year, our survey titled ‘The state…
Chat has surpassed phone and email as the most popular way for consumers to interact with retailers [24]7 survey finds…
One in three customers disengaged with businesses as a result of online billing – Mobile phone and credit card companies…
New Benchmaring survey from Expolink shows increasing acceptance of whistleblowing hotlines Expolink, the leading UK-based provider of outsourced whistleblowing hotlines,…