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…

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…

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…

Financial Services Wasting Millions in Call Volumes

Financial services sector wasting millions in unnecessary call centre volumes A new research report from Go…

The Changing Consumer Behaviours in the COVID Era

 – Vonage: Businesses Must Become Agile, Adapt Quickly to Pandemic-Related Changes in Customer Preferences to Enhance…

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