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…
Reports
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…
Email beats Social Media as Customer Service Channel
Email beats social media as best channel for customer service in retail – US retailers only answer 20% of questions…
The Future of UK & US Customer Contact
The future of UK & US customer contact – the largest-ever research studies, available now from ContactBabel Only 12% of…
Contact Centre Gripes Which? Survey
Contact Centre Gripes Not being able to ring a contact centre based in the UK is the nation’s biggest customer…
Contact Centre Technology Trends for E-commerce in 2016
Contact Centre Technology Trends for E-commerce in 2016; E-commerce industry has been growing at a fast pace. With the increase…
Contact Centre Outsourcing Buyer’s Guide
Contact Centre Outsourcing Buyer’s Guide – Research and Markets have announced the addition of the “2015 Europe Contact Centre Outsourcing…