Frost & Sullivan Steers Buyers of Contact Centre Services toward Best-fit Options

Migrating communications systems to the cloud has been one of the dominant trends in the European…

Firstsource Survey reveals Text Messaging remains King on Smartphones

Firstsource Survey reveals Text Messaging remains King on Smartphones – But instant messaging apps starting to…

ContactBabel – Inner Circle Guide to Cloud-based Contact Centre Solutions

ContactBabel Analyst report: Cloud-based Contact Centre Solutions definitive 2012 “Inner Circle Guide to Cloud-based Contact Centre…

alldayPA finds Consumers hang up on automated call answering

alldayPA reports finds that businesses Relying on Automated Menus can lose 55% of potential customers UK…

How Contact Centres are using Quality Monitoring

How Contact Centres are using Quality Monitoring When your agents are successful your contact centre will…

Contact Centres looking to nearshore locations

Contact Centres – Attractive Benefits Draw UK Contact Centres to Scotland, Ireland, Northern Ireland – New…

Research and Markets: UK Contact Centres Market Report 2015

Research and Markets  has announced the addition of the “Contact Centres Market Report 2015” report to…

Eptica research sees Twitter overtake email for fast, accurate customer service

Latest Eptica research sees Twitter overtake email for fast, accurate customer service UK brands are failing…

Dimension Data: Organistations warned to invest in Digital Engagement or die

Dimension Data: Organisations that don’t embrace digital customer engagement channels in the contact centre – that’s…

Contact Centre Jobs: Everybody wants to work in a contact centre…..

Guess where working in a contact centre came in a recent poll conducted by YouGov for…

Outsource – Contact Centre Map of the UK

The UK still provides a great opportunity for Contact Centre outsourcing, and there has been a…

Contact centres have low expectations for social media according to Business Systems

There has been a lot of hype around social media and how it could become a…

Zendesk Benchmark: How Customer Service Teams Operate Can Matter More than Industry Comparisons

New Research by Zendesk Finds Four Types of Support Organisations Based on Similarities in Operational Traits…

Ansaback: Britons prefer UK based contact centres over discounts

Ansaback; Research conducted by Ipswich based Outsource company  Ansaback reveals that Britons prefer to speak with…

Contact Centres put improving sales at bottom of the list

When it comes to what contact centre professionals want their technology investments to deliver for them,…

UK Contact Centres in 2015

1 in every 25 jobs in the UK is within the contact centre Industry but what…

Netcall Survey: 95% of consumers say contact centres fall short on FCR

Netcall Survey: 95% of consumers say contact centres fall short on FCR- Not giving consumers the…

Azzurri research shows that mobile workers become more productive workers

71% of businesses believe there are still greater productivity gains to be had from mobile services…

Widespread dissatisfaction with standard and consistency at UK contact centres

82% of consumers say dealing with contact centres is an unnecessary stress Research by Damovo UK…

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