First-ever International Happiness Index from NICE reveals that 76% of Brits say using AI in customer…
Tag: Reports
Reports: Customer Engagement & Personalisation / Cloud-based Solutions
Two new research reports from ContactBabel show how businesses can engage their customer base through personalised…
Voice of the Contact Centre Consumer 2024
Voice of the Contact Centre Consumer 2024: Technology is driving consumer opinion A CCMA research initiative…
Contact Centre Security Report: Key Findings
If you’re pressed for time, but keen to know the key findings of our latest contact…
Contact Centre Agents Increasingly Prefer AI-Driven Solutions
Kore.ai’s Research Reveals Historic Shift as Contact Centre Agents and Consumers Increasingly Prefer AI-Driven Solutions Kore.ai…
Customer Service Standards slipping as Consumers turn their back on Chatbots
Customer service standards slipping as UK consumers turn their back on AI chatbots in the contact…
Study Points To Lack of Customer Data as Obstacle to Reaping AI Rewards
New Twilio Study Points To Lack of Customer Data as Major Obstacle to Reaping AI Rewards…
Survey Reveals Lack of Consumer Awareness around Vulnerability
New survey reveals lack of consumer awareness around their own vulnerability status • Despite rising costs,…
Pressure on Contact Centre Cost & Performance Levels
Pressure on UK contact centre cost and performance levels to grow in 2024 according to new…
The Key Trends & Challenges of AI for Contact Centres
Puzzel Releases New Research Unveiling the Key Trends and Challenges of AI for Contact Centres Comprehensive…
UK Contact Centre HR & Operational Benchmarking Report
The 2024 UK Contact Centre HR & Operational Benchmarking Report Now available from ContactBabel The 2024…
Nearly Half of Consumers Expect 24/7 Customer Service Support
Vonage Research Reveals Nearly Half of Consumers Expect 24/7 Customer Service Support, Nearly Three Quarters Will…
Unanswered Calls Biggest Bugbear against Businesses
Unanswered calls and being told to check the website are the biggest London company bugbears against…
CXFO Reveals Challenges for Young CX & Contact Centre Leaders
Latest Report From CXFO reveals several challenges for young CX and Contact Centre Leaders Keith Gait…
Contact Centre Leaders Reveal Challenges in Balancing performance & Costs
High stakes: Contact Centre leaders reveal challenges in balancing performance and costs amid economic uncertainty according…
Contact Centre Download: Customer Director Report 2023
The Customer Director report for 2023, published by Executive Search and Recruitment Consultants Douglas Jackson, is…
Consumers Welcome Contact Amidst Rising Cost of Living
Consumers welcome proactive contact from organisations amidst the rising cost of living. Two out of three…
Nine in ten Businesses using AI-driven Personalisation
Nine in ten businesses are using AI-driven personalisation to drive growth, Twilio research shows Businesses worldwide…
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…