AppDynamics, a Cisco company and the world’s largest and fastest growing APM vendor, released a special edition of its global research study, The Agents of Transformation Report with new findings related to the COVID-19 pandemic. Continue reading AppDynamics delivers new research, revealing 95 percent of organizations have changed their technology priorities because of the COVID-19 pandemic
Category Archives: Market Research
Genesys Survey Finds Nearly 50% of Consumers Feel Companies Lack Empathy When Delivering Customer Service
It’s a more efficient but somewhat impersonal world when it comes to customer service, according to a new survey sponsored by Genesys®, the global leader in cloud customer experience and contact centre solutions. Continue reading Genesys Survey Finds Nearly 50% of Consumers Feel Companies Lack Empathy When Delivering Customer Service
Work-from-home to be part of the new normal for over 50 per cent of UK contact centres
Work-from-home could be the post Covid-19 lockdown norm for the majority of contact centre workers according to a new online poll. Continue reading Work-from-home to be part of the new normal for over 50 per cent of UK contact centres
Who’s calling? Whistl publishes definitive guide to UK consumers call centre use and performance expectations
Poor call centre experience of an unhelpful attitude pushes over half of customers away causing customers to become frustrated and leave according to Whistl. The leading delivery management company in the UK has undertaken research with a representative sample of 1000 UK consumers to understand their use of and attitudes to call centres. Continue reading Who’s calling? Whistl publishes definitive guide to UK consumers call centre use and performance expectations
WhatsApp Chats Between Users and Brands Grew 500% in April
Customer habits and relationships with companies were altered during the Covid-19 pandemic. Aivo, a company specialized in artificial intelligence customer service solutions, made a study among its clients to identify this new reality. Continue reading WhatsApp Chats Between Users and Brands Grew 500% in April
‘Gig’ customer service booming during Covid-19, says report
Two thirds of people signed up on ‘gig’ customer service (GigCX) platforms are seeing an increase in demand for customer service tasks since the COVID-19 pandemic began, according to The ‘Annual Gig Customer Service’ report, released today by AI-driven gig customer service platform Limitless. Continue reading ‘Gig’ customer service booming during Covid-19, says report