UK Contact Centres are Already Failing Social Media Users
As a contact centre channel, social media is the new kid on the block. Many companies are looking into the…
Reports
Ovum estimates home-based agents to increase to 160,000 by 2017
The total number of outsourced agents working at home will soon exceed 100,000 globally, and the variety of industries that…
IVR self-service session costs 6 times less than a call to an agent
Visual IVR set to give telephony self-service a shot in the arm New research published by ContactBabel, the contact centre…
On-premise frustrations are fuelling the cloudaccording to Magnet North
• Magnetic North research reveals over one in three contact centres actively considering moving to the cloud • A further…
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…
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…
Generation Y says Goodbye to the Phone
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…