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