Work-at-Home Agent Model Accelerate Cloud Migration

Work-at-home contact centre Agent Model to Accelerate Migration from On-premise to Cloud Application Solutions Frost &…

Contact Centre as a Service Set For High Growth

Contact Centre as a Service will experience high growth 14.68% during the forecast 2019-2025 The study…

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+…

Download: Pindrop 2017 Call Centre Fraud Report

 2017 Call Centre Fraud Report – UK falls victim to international criminal gangs as borderless phone…

The Inner Circle Guide to Customer Interaction Analytics

“The Inner Circle Guide to Customer Interaction Analytics” is a major independent analyst report, aimed at…

UK Contact Centre HR & Operational Benchmarking Report

The largest HR & operational benchmarking Report of UK customer contact operations is now available from…

Jabra Research uncovers hours lost due to Workplace Distraction

Jabra Research uncovers hours lost due to Workplace Distraction – Jabra have launched their research report…

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.…

Contact Centre Decision Makers Guide Survey

Contact Centre Decision Makers Guide Survey ContactBabel are inviting organisations with 10 or more UK agent…

Customer Engagement Drives Third of UK Cloud Deployments

Customer engagement drives one third of UK cloud deployments, CIF research finds – Improving customer service…

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…

Zendesk Benchmark: Live Chat Drives Highest Customer Satisfaction

Zendesk Benchmark: Live Chat Drives Highest Customer Satisfaction – Exchanging more messages during a live chat…

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…

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…

Marketers No Closer to Understanding Customer Journey

Mapping the customer journey in the contact centre isn’t that straightforward; new research reveals a lack…

Contact Centres looking to nearshore locations

Contact Centres – Attractive Benefits Draw UK Contact Centres to Scotland, Ireland, Northern Ireland – New…

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…

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…

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…

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