Survey reveals organisations don’t learn from personal experience with only 2 in 10 measuring customer effort
Just two in ten organisations rate customer effort – the level of frustration, amount of time invested and the number…
Reports
Interactive Intelligence Report – Cloud drives growth in contact centre market
Interactive Intelligence Group Inc has published the latest Frost & Sullivan analysis, “Cloud Momentum Boosts Trends in the Contact Center”….
1 in every 25 jobs in the UK is within the contact centre industry
But what does the future hold? “UK Contact Centres in 2014: The State of the Industry (11th edition)” shows the…
Good customer service depends on a connected approach, say fed-up customers
Research shows demand from consumers for ‘Single Customer View’ approach to customer experience being ignored by almost 70 per cent…
Dimension Data Generation Y says Goodbye to the Phone – according to Dimension Data’s 2013/14 Benchmarking Report
New contact centre research published today reveals that for Generation Y – individuals born between 1980 and 2000 – the…
Cloud Contact Centres Become a Reality for 2013
The ‘2013 Cloud Contact Centre Survey’ reveals an increasing number of UK contact centres have started a cloud implementation process…
Telephony Best Channel for Complaint Handling & Customer Satisfaction
Telephony Best Channel for Complaint Handling & Customer Satisfaction with 73% of US businesses say, if you have a complaint…
Rostrvm Solutions survey shows contact centres slowed down
Rostrvm Solutions latest survey of UK contact centres has found that staff productivity is being hampered by having to battle…
Social media improving the future of customer services
A recent report looking at customer service trends, commissioned by Kcom in association with the Customer Contact Association (CCA), shows…