1 in 5 Contact Centre Agents Supported by AI, Robotics & Chatbot
Only two in five contact centre agents are supported by AI, robotics or chatbots, says CCA Global and HGS UK…
Reports
88% of Over 65s feel ‘Shut Out’ by Online Brands
Think outside the chatbot box in the contact centre : 88% of over 65s feel ‘shut out’ by online brands …
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…
Financial Services Wasting Millions in Call Volumes
Financial services sector wasting millions in unnecessary call centre volumes A new research report from Go Inspire Group reveals that…
The Changing Consumer Behaviours in the COVID Era
– Vonage: Businesses Must Become Agile, Adapt Quickly to Pandemic-Related Changes in Customer Preferences to Enhance Connections – New Survey…
Insurers Neglecting Customer Service on Digital Channels
Insurers neglecting customer service on digital channels, Eptica finds Poor performance and focus on social media damages trust and risks…
2019 Contact Centre WFM Benchmark Report
The Current State of Workforce Management in the Global Contact Centre Landscape injixo 2019 Contact Centre WFM Benchmark Report How…
Employees Ready to be Empowered by Automation Tech
75% of responses indicate employees believe Robotic Process Automation will improve their performance, reduce errors, grow sales and increase customer…
Consumer Contact Centre Experiences in the age of GDPR
Consumer contact centre experiences in the age of the GDPR It’s still good to talk! But there’s plenty to improve…
Consumers Love Messaging Hate the Experience
Consumers Love Messaging for Customer Service But Hate its Experience Silo YouGov survey of US and UK consumers reveals that…
De-scoping from PCI DSS in the Contact Centre
De-scoping from PCI DSS in contact centres: DTMF masking becomes the new standard The third edition of Syntec’s FREE research…
Study Reveals Innovation & Cost Are Key Drivers of Cloud
Study Reveals Innovation and Cost Control Are Key Drivers of Cloud Communications Adoption in Europe Mitel survey of 1,000+ decision…
55% of Contact Centres Expect Lower Live Calls
55% of UK contact centres expect lower live call volumes in 2019 Although live telephony stated to be the best…
UK Insurance Contact Centres See Rise in Email Volumes
UK insurance contact centres see rise in email volumes with 94% of UK insurers expect to implement web chat by…
Is Your Contact Centre Manager Called Scrooge?
Do you work for Scrooge? – Half of employees do not receive a reward or gift from their employer at…
Midsize Contact Centres in Transition – Global Research
Midsize Contact Centre in Transition: 5 Key Takeaways from IDC Research Earlier this year, Genesys commissioned IDC to conduct original…
Employee Motivation in Decline According to Research
New research says employee motivation levels are on the decline with 29% saying they aren’t motivated A new research report,…
Financial Services Contact Centres set to invest in Technology
UK financial services contact centres set to invest in web chat, analytics and customer authentication technology 89% of UK banks…
ContactBabel 2018 UK CX Decision-Makers’ Guide
“The 2018 UK CX Decision-Makers’ Guide”, based on surveys with 246 UK organisations and 1,000+ interviews with UK consumers, is…