Reports

The total number of outsourced agents working at home will soon exceed 100,000 globally, and the variety of industries that…

Visual IVR set to give telephony self-service a shot in the arm New research published by ContactBabel, the contact centre…

• Magnetic North research reveals over one in three contact centres actively considering moving to the cloud • A further…

Reports February 10, 2014

Just two in ten organisations rate customer effort – the level of frustration, amount of time invested and the number…

Articles, Cloud, Reports January 28, 2014

Interactive Intelligence Group Inc has published the latest Frost & Sullivan analysis, “Cloud Momentum Boosts Trends in the Contact Center”….

But what does the future hold? “UK Contact Centres in 2014: The State of the Industry (11th edition)” shows the…

Research shows demand from consumers for ‘Single Customer View’ approach to customer experience being ignored by almost 70 per cent…

New contact centre research published today reveals that for Generation Y – individuals born between 1980 and 2000 – the…

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 with 73% of US businesses say, if you have a complaint…

Rostrvm Solutions latest survey of UK contact centres has found that staff productivity is being hampered by having to battle…

A recent report looking at customer service trends, commissioned by Kcom in association with the Customer Contact Association (CCA), shows…

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