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Tag: Reports
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…
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…
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…
Generation Y says Goodbye to the Phone
New contact centre research published today reveals that for Generation Y – individuals born between 1980…
Cloud Contact Centres Become a Reality for 2013
The ‘2013 Cloud Contact Centre Survey’ reveals an increasing number of UK contact centres have started…
Telephony Best Channel for Complaint Handling & Customer Satisfaction
Telephony Best Channel for Complaint Handling & Customer Satisfaction with 73% of US businesses say, if…
Rostrvm Solutions survey shows contact centres slowed down
Rostrvm Solutions latest survey of UK contact centres has found that staff productivity is being hampered…