The 2017 UK Contact Centre Decision-Makers’ Guide (15th edition) With insights built on hard data, the…
Tag: Survey
Financial Services Sector Drives UK Outsourcing
Financial Services Sector Drives UK Outsourcing to record period Strong business investment between January and June…
2017 UK Contact Centre Decision-Makers Guide
The 2017 UK Contact Centre Decision-Makers’ Guide (15th edition) With insights built on hard data, the…
Business Systems – The State of Quality Monitoring 2017
INTRODUCTION The relationship between customer satisfaction, revenue and cost to serve has been well established by…
UK Insurance Customer Service Worsening Says Eptica Report
UK insurance customer service worsening, with 68% of queries left unanswered on digital channels Eptica study…
The Customer Service Pulse for Robotic Process Automation
[Survey]: The Customer Service Pulse for Robotic Process Automation – 2017 What does Robotic Process Automation…
WFM: Is Employee Engagement Part of the Picture?
{SURVEY} Workforce Management in 2017 – Is employee engagement part of the picture? Last year, our…
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…
Chat Overtakes Phone as Top Customer Service Channel
Chat has surpassed phone and email as the most popular way for consumers to interact with…
Customers Disengaged With Businesses Due To Online Billing
One in three customers disengaged with businesses as a result of online billing – Mobile phone…
Repetition is Worst Customer Service Bugbear
75% of UK consumers say repetition is worst customer service bugbear according to survey by UBM…
Closing Soon: PCI DSS Tell Us How Much You Know
PCI DSS compliance is one of the hottest topics in the world of contact centre compliance…
The NRG Recruitment North East Contact Centre Survey
NRG are committed to raising standards and the continued development of the North East’s contact centre…
The State of Quality Monitoring in the Contact Centre
The State of Quality Monitoring in the Contact Centre – New Survey by Business Systems revels…
Quality Monitoring Survey – Be part of it!
Quality Monitoring Survey – When your agents are successful your contact centre will also be successful.…
18-24 Year Olds Not Rewarded at Work Revealed in Red Letter Days Report
18-24 Year Olds Not Rewarded at Work according to new report by Red Letter Days for…
Tips to Guarantee Survey Respondents go to the Last Question
Tips guaranteed to take your survey respondents to the last question – Alan Weaser of VIRTUATel…
Netcall – Seven priority areas for contact centres in 2016
Seven priority areas for contact centres in 2016; Netcall have published the results of their survey…