2019-20 UK Contact Centre Decision-Makers Guide
“The 2019-20 UK Contact Centre Decision-Makers’ Guide”, based on surveys with 226 UK organisations and 1,000+ interviews with UK consumers,…
Report
Download: Pindrop 2017 Call Centre Fraud Report
2017 Call Centre Fraud Report – UK falls victim to international criminal gangs as borderless phone fraud rises According to…
The Inner Circle Guide to Customer Interaction Analytics
“The Inner Circle Guide to Customer Interaction Analytics” is a major independent analyst report, aimed at providing customer contact professionals…
UK Contact Centre HR & Operational Benchmarking Report
The largest HR & operational benchmarking Report of UK customer contact operations is now available from ContactBabel , giving detailed…
Jabra Research uncovers hours lost due to Workplace Distraction
Jabra Research uncovers hours lost due to Workplace Distraction • Internal meetings are hindering what staff achieve in their working…
Ultracomms Study set to open Debate on effectiveness of Answer Machine Detection
Ultracomms New independent study set to re-open the debate on the effectiveness of Answer Machine Detection. Ultracomms, Europe’s first cloud…
Contact Centre Decision Makers Guide Survey
Contact Centre Decision Makers Guide Survey – ContactBabel are inviting organisations with 10 or more UK agent positions to take…
Customer Engagement Drives Third of UK Cloud Deployments
Customer engagement drives one third of UK cloud deployments, CIF research finds – Improving customer service and support are key…
Genesys Study: European investment in customer experience up 10% in past 3 years
Genesys: European investment in customer experience up ten percent in past three years to offset decline in customer loyalty With…
Webhelp UK Report – Nearly 90% of Businesses are Neglecting Customer Experience
Webhelp UK Report – Nearly 90% of Businesses are Neglecting Customer Experience. Mobile technology means customers are continually in either…
Videlica Report Highlights Failure to Tackle Call in Queues
Videlica report highlights that keeping customers waiting in phone queues costs UK businesses an estimated £3.7 billion a year, according…
Zendesk Benchmark: Live Chat Drives Highest Customer Satisfaction
Zendesk Benchmark: Live Chat Drives Highest Customer Satisfaction – Exchanging more messages during a live chat linked to higher customer…
Press 1 to find the worst call centre offenders in new Which? survey
New Which? research has revealed BT, TalkTalk and Scottish Power are the companies we dread calling as their call centres…
Eptica Research – Consumers frustrated from brands on digital channels
Eptica research finds that UK and French consumers frustrated by lack of understanding from brands on digital channels Over 80%…
Marketers No Closer to Understanding Customer Journey
Mapping the customer journey in the contact centre isn’t that straightforward; new research reveals a lack of omni-channel integration In…
Contact Centres looking to nearshore locations
Contact Centres – Attractive Benefits Draw UK Contact Centres to Scotland, Ireland, Northern Ireland – New Everest Group Report -Cultural…
ICMI Report: How to Create a Flawless Call Centre Customer Experience
ICMI Report; ICMI have released a contact centre whitepaper ‘Insider Perspectives on Removing the Roadblocks to an Effortless Customer Experience’….
Ansaback: Britons prefer UK based contact centres over discounts
Ansaback; Research conducted by Ipswich based Outsource company Ansaback reveals that Britons prefer to speak with a UK based contact…
ContactBabel – UK Contact Centres in 2015: The State of the Industry & Technology Penetration
1 in every 25 jobs in the UK is within the contact centre industry according to research by ContactBabel. But…