Contact Centre Leaders say Covid-19 has changed Industry Forever
89% of UK contact centre leaders say that the Covid-19 crisis has changed the UK contact centre industry forever According…
Survey
Insurers Neglecting Customer Service on Digital Channels
Insurers neglecting customer service on digital channels, Eptica finds Poor performance and focus on social media damages trust and risks…
Employees Ready to be Empowered by Automation Tech
75% of responses indicate employees believe Robotic Process Automation will improve their performance, reduce errors, grow sales and increase customer…
The 2018 Contact Centre WFM Benchmark Survey
injixo need your help and insights to craft the ultimate 2018 WFM Benchmark Report to uncover what’s really going on…
2018/19 UK Contact Centre Decision-Makers’ Guide
The 2018/19 UK Contact Centre Decision-Makers’ Guide (16th edition) With insights built on hard data, the 16th annual edition of…
Syntec Investigates Call Centre Professionals Views
Card Payment Security – Survey Syntec investigates Call Centre Professionals’ views New Data Protection laws are increasing the pressure on…
Aspect Software: Complete a Survey and Win an Amazon Echo
Be in with a chance of winning an Amazon Echo Dot just by completing an online Survey courtsey of Aspect…
ContactBabel: The 2018 UK CX Decision-Makers Guide
The 2018 UK CX Decision-Makers Guide is based on hundreds of surveys with UK organisations, and thousands of interviews with…
Contact Centre Managers Required to Participate in Survey
Contact Centre Managers Required to Participate in ContactBable 2018 UK CX Decision-Makers’ Guide Survey The 2018 UK CX Decision-Makers’ Guide…
The 2017/18 UK Contact Centre Decision-Makers Guide
The 2017/18 UK Contact Centre Decision-Makers’ Guide (15th edition) With insights built on hard data, the 15th annual edition of…
Take Part in the UK Contact Centre Decision-Makers’ Guide
The 2017 UK Contact Centre Decision-Makers’ Guide (15th edition) With insights built on hard data, the 15th annual edition of…
Financial Services Sector Drives UK Outsourcing
Financial Services Sector Drives UK Outsourcing to record period Strong business investment between January and June 2017 saw UK market…
2017 UK Contact Centre Decision-Makers Guide
The 2017 UK Contact Centre Decision-Makers’ Guide (15th edition) With insights built on hard data, the 15th annual edition of…
Business Systems – The State of Quality Monitoring 2017
INTRODUCTION The relationship between customer satisfaction, revenue and cost to serve has been well established by many over the recent…
UK Insurance Customer Service Worsening Says Eptica Report
UK insurance customer service worsening, with 68% of queries left unanswered on digital channels Eptica study finds growing gap between…
The Customer Service Pulse for Robotic Process Automation
[Survey]: The Customer Service Pulse for Robotic Process Automation – 2017 What does Robotic Process Automation (RPA) mean for customer…
WFM: Is Employee Engagement Part of the Picture?
{SURVEY} Workforce Management in 2017 – Is employee engagement part of the picture? Last year, our survey titled ‘The state…
European Contact Centre Market Grows 3.02%
Research Finds 37,700 Contact Centres Employing 3,85 Million People in 30 European Countries in 2015 Altitude Sponsors International Customer Contact…
Chat Overtakes Phone as Top Customer Service Channel
Chat has surpassed phone and email as the most popular way for consumers to interact with retailers [24]7 survey finds…