The Contact Centre from an Advisor’s Perspective
Kura and Inisoft recently teamed up with CCA Global to understand the challenges front-end advisors face and their views on the…
Reports
UK CX Worsening as Social Media Performance Slumps
UK customer experience worsening as social media performance slumps Eptica research finds top brands successfully answer just 44% of all…
Artificial Intelligence Fueling Customer Experience Strategies
Artificial Intelligence is Fueling the Customer Experience Strategies of the World’s Top Brands Today According to a new MIT Technology…
Survey: Customer Service Expectations & Preferences
IMImobile Consumer Interaction Research finds that 68%of consumers prefer customer service over digital messaging channels. Latest research reveals customer service…
Who Can you Really Trust with your Contact Centre Tech?
Trust is a rare commodity in these days of ‘fake news’, dodgy diesel emissions and less-than-honest social media profiles. But…
Eighty-Five Percent of Contact Centres Want Artificial Intelligence
Research report examines how contact centres are adapting to new innovative technologies, such as Artificial Intelligence and Internet of Things….
Digital Customer Interactions to Overtake Voice
Technology gap revealed as 88% of organisations expect digital customer interactions to overtake voice by 2020 – 92% say customer…
Strongest Quarter in Five years for Private Sector Outsourcing
Strongest quarter in five years for private sector outsourcing market Outsourcing spend among UK businesses rises sharply in Q1 as…
Global Contact Centre Outsourcing Market 2017-2021
Global Contact Centre Outsourcing Market – Procurement Market Intelligence Report 2017-2021 – Research and Markets Research and Markets has announced…
Dimension Data: Customer Experience – The Uncomfortable Truth
Dimension Data: Organisations around the world are failing to implement effective digital strategies. As a result their customer experience (CX)…
UK leads Europe in IoT-Enabled Customer Experience Readiness
UK leads Europe in IoT-Enabled Customer Experience Readiness Genesys and Frost & Sullivan publish study on Internet-of-Things-enabled customer experience maturity…
ContactBabel: The Inner Circle Guide to Self-Service
The Inner Circle Guide to Self-Service is a major independent analyst report, aimed at providing customer contact professionals with the…
Inner Circle Guide to Multichannel Workforce Optimization
“The Inner Circle Guide to Multichannel Workforce Optimization” is a major independent analyst report, aimed at providing customer contact professionals…
Customers Select Service Providers Based on Perks And Benefits
One in five Customers select service providers based solely on Perks and Benefits according to Echo Managed Services research. A…
Voicemail is Costing Small Business Money
Voicemail is costing small business monet according to new report by Moneypenny – 69% of callers don’t leave voicemail messages…
European Contact Centre Market Grows 3.02%
Research Finds 37,700 Contact Centres Employing 3,85 Million People in 30 European Countries in 2015 Altitude Sponsors International Customer Contact…
What is The True Cost of your Contact Centre Agent?
The True Cost of your Contact Centre Agent – Expolink went into accountant mode to provide suprising costs of a…
The 2016 UK Contact Centre Decision Makers Guide
The 14th edition of The UK Contact Centre Decision Makers Guide – the UK’s largest study of customer contact –…
How Consumers Use Customer Service Departments
How do UK consumers use customer service departments? In Summer 2016, mplcontact carried out a study to establish the way…