Category Archives: Market Research

Contact centres struggling under the weight of multiple channels

Just 15% of contact centre agents are easily able to track customers across multiple channels, and almost half are required to use as many as 15 different systems to do their job. This is according to a joint research report between the Customer Contact Association (CCA) and Cisco.  Continue reading Contact centres struggling under the weight of multiple channels

Genpact UK Survey Points to the Demise of the Bank Call Centre and Rise of the Virtual Bank

Research published today by Genpact Limited, a global leader in transforming and running business processes and operations, reveals a tangible shift in personal banking preferences in Britain – away from bank-staff driven and toward customer self-directed services. The survey of 2,337 adults living in Britain, conducted by YouGov, revealed that close to two thirds (64%) of people online who hold a current account with a bank or building society would prefer to conduct their banking online or via a mobile application compared to just 29% who prefer telephone or in-branch banking.  Continue reading Genpact UK Survey Points to the Demise of the Bank Call Centre and Rise of the Virtual Bank

New research from Magnetic North reveals top five call centre challenges for 2014

Contact centre managers are putting multiple customer communication channels at the top of their priority list in 2014. A survey by leading cloud-based contact centre solutions provider Magnetic North, has found that 44% see managing customer experience across multiple channels as a key challenge of the next year, while 40% are concerned about ensuring technology keeps pace with changing customer behaviour. However there are some stark differences in challenges reported between organisations using cloud-based vs. on premise contact centre solutions.  Continue reading New research from Magnetic North reveals top five call centre challenges for 2014