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…
Reports
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…
UK Customer Experience Improves First Time in Three Years
Customer experience in the UK has improved for the first time in three years, according to new research published today…
Repetition is Worst Customer Service Bugbear
75% of UK consumers say repetition is worst customer service bugbear according to survey by UBM Whether in-store, online or…
Kura asks What Will Customer Experience in 2020 Look Like?
Delivering a fantastic customer experience is the holy grail of the contact centre in the 21st century. As brands, products…
UK Business Integrating Digital Customer Services
UK Business Increasingly Integrating Digital Customer Services according to research by Avato UK £706 million spent on customer service outsourcing…
Public Fundamentally Misunderstands Contact Centres YouGov Survey
Public Fundamentally Misunderstands Contact Centres, New YouGov Survey by Aquarium Software Shows There is a massive gap between what call…
Digital Channels Account for 30% of Inbound customer contact
Digital channels account for around 30% of inbound customer contact, yet they are often disconnected from each other, inconsistent, and…
Positive Experience of Web Chat Drives Further Growth Says ContactBabel
Positive Experience of Web Chat Drives Further Growth according to respndents survey in ContactBabel research. Respondents surveyed for ContactBabel’s latest…
The UK Contact Centre Decision-Makers Guide
ContactBabel are starting their annual research for the UK Contact Centre Decision-Makers’ Guide – the UK’s largest study of customer…
Blueprint on Contact Centre Operations 2016 – Research and Markets
Research and Markets has announced the addition of the “2016 Blueprint: Contact Centre Operations Services” report to their offering. The…
Businesses Must Act Now to Support Call Centric Workers
Businesses Must Act Now to Support Call Centric Workers to include contact centre agents – Jabra report outlines business failures…
Deloitte – Ireland continues as Global hub for contact centres
Ireland continues as a ‘Global hub’ for contact centres services according to Deloitte report. According to a report released by…
The UK Contact Centre Decision Makers Guide
ContactBabel have started to conduct research for the UK Contact Centre Decision Makers Guide – the UK’s largest study of…
The Inner Circle Guide to Outbound and Call Blending
ContactBabel’s new report, “The Inner Circle Guide to Outbound and Call Blending” is now available for free download. “The Inner…
Reports Highlight the Pressing Issues in the Contact Centre
Rant & Rave publish two reports alongside ContactBabel exploring the pressing issues in the Contact Centre Rant & Rave, has…
Cloud Based Contact Centre Infrastructure Market Report
Cloud Based Contact Centre Infrastructure Market Report 2015-2016 Research and Markets have announced the addition of the “2015-2016 Cloud Based…
Contact Centre Operational Benchmarking Reports
Contact Centre HR & Operational Benchmarking Reports by Industry Experts ContactBabel are now available. The largest-ever HR & operational benchmarking…