Pay and Conditions in Contact Centres 2014/15 Report

IDS Pay and Conditions in Call and Contact Centres 2014/15 Report provides a detailed picture of…

Contact Centre Gamification Product and Market Report 2014/15

Research and Markets has announced the addition of the “2014 – 2015 Contact Centre Gamification Product…

Increased Use of Sorry Indicators of Poor Customer Service

Special Report on Behavioural Cues Finds that Politeness Has an Impact on Customer Satisfaction; Overall Global…

Contactbabel UK Contact Centre Decision-Makers Guide

Contactbabel UK Contact Centre Decision-Makers Guide ContactBabel are inviting organisations with more than 10 UK agent…

Research Shows Link Between Customer Service and Revenue Still Overlooked By UK

Contact Centre Association Research for KANA Suggests Only 40 Percent of Senior Managers Focused on Improving…

UK insurers failing to deliver channel choice to consumers

Eptica research finds that just 30% of emails and tweets answered successfully UK insurers are struggling…

Research reveals dissatisfaction with service at UK contact centres

New research by enterprise ICT solutions and services provider Damovo UK & Ireland has revealed widespread…

Deloitte Consulting 2013 Global Contact Centre Survey Results

Deloitte Consulting 2013 Global Contact Centre Survey focused on contact centre industry leaders’ perspectives on both…

ContactBabel – The Inner Circle Guide to Interaction Analytics

ContactBabel, one of the leading analyst companies for the contact centre industry, is currently researching the…

Dimension Data 2014/15 Global Contact Centre Benchmarking Survey

-Dimension Data – the world’s most useful benchmarking research study is open for your participation contact-centres.com…

Why You Need a Multichannel Contact Centre Integration Strategy

Customers expect to be able to reach out to a contact centre using the channel of…

Which? Report focus on Energy Company’s waiting times

How does your contact centre compare? Need to ring your energy provider? Then be prepared to…

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…

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…

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…

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…

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…

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…

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…

error: Content Protected