Category Archives: Market Research

77% of consumers feel inefficient customer service experiences detract from their quality of life

A new survey shows that consumers are fed up with poor customer engagement experiences and outdated approaches to customer service, with 68 percent noting they would buy more from brands that put service back in customer service. Continue reading 77% of consumers feel inefficient customer service experiences detract from their quality of life

New study highlights internal communications problems at contact centres

Contact centre outsourcer Kura and software specialist Inisoft have teamed up with CCA Global to understand the challenges the front-end advisors face in delivering a great service. A study of around 600 advisors paints an up-to-date picture of morale within the contact centre from a frontline perspective. Continue reading New study highlights internal communications problems at contact centres