Vonage Research Reveals Nearly Half of Consumers Expect 24/7 Customer Service Support, Nearly Three Quarters Will…
Tag: Reports
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…
Insurers Neglecting Customer Service on Digital Channels
Insurers neglecting customer service on digital channels, Eptica finds Poor performance and focus on social media…
Injixo Contact Centre WFM Benchmark Report
The Current State of Workforce Management in the Global Contact Centre Landscape injixo 2019 Contact Centre…
Employees Ready to be Empowered by Automation Tech
75% of responses indicate employees believe Robotic Process Automation will improve their performance, reduce errors, grow…
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…
Consumers Love Messaging Hate the Experience
Consumers Love Messaging for Customer Service But Hate its Experience Silo YouGov survey of US and…
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…
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…