55% of UK contact centres expect lower live call volumes in 2019 Although live telephony stated…
Tag: Reports
UK Insurance Contact Centres See Rise in Email Volumes
UK insurance contact centres see rise in email volumes with 94% of UK insurers expect to…
Is Your Contact Centre Manager Called Scrooge?
Do you work for Scrooge? – Half of employees do not receive a reward or gift…
Midsize Contact Centres in Transition – Global Research
Midsize Contact Centre in Transition: 5 Key Takeaways from IDC Research Earlier this year, Genesys commissioned…
Employee Motivation in Decline According to Research
New research says employee motivation levels are on the decline with 29% saying they aren’t motivated…
Financial Services Contact Centres set to invest in Technology
UK financial services contact centres set to invest in web chat, analytics and customer authentication technology…
ContactBabel 2018 UK CX Decision-Makers’ Guide
“The 2018 UK CX Decision-Makers’ Guide”, based on surveys with 246 UK organisations and 1,000+ interviews…
Human Nature Drives Customer Loyalty in a Digital World
New Calabrio Study Finds Human Nature Drives Customer Loyalty in a Digital World Results show organisations…
ContactBabel: The 2018 UK CX Decision-Makers Guide
The 2018 UK CX Decision-Makers Guide is based on hundreds of surveys with UK organisations, and…
Inner Circle Guide to Cloud-based Contact Centre Solutions
Use of cloud-based contact centre applications doubled since 2015 Cloud call routing, call recording, IVR, outbound…
The 2018 UK & US Customer Experience Decision-Makers’ Guides
The 2018 UK & US Customer Experience Decision-Makers’ Guides – ContactBabel The 2018 CX Decision-Makers’ Guides…
Benchmarking Study of UK Customer Contact Operations
The largest HR & operational benchmarking study of UK customer contact operations is now available, giving…
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…
Artificial Intelligence Fueling Customer Experience Strategies
Artificial Intelligence is Fueling the Customer Experience Strategies of the World’s Top Brands Today According to…
Survey: Customer Service Expectations & Preferences
IMImobile Consumer Interaction Research finds that 68%of consumers prefer customer service over digital messaging channels. Latest…
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…
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…
Digital Customer Interactions to Overtake Voice
Technology gap revealed as 88% of organisations expect digital customer interactions to overtake voice by 2020 …