Category Archives: Market Research

Web Chat to become the next wave of Customer Management Adoption, according to Firstsource Survey

PRESS RELEASE: While half (54 percent) of U.S. consumers still prefer to use the phone to resolve a customer service issue, over 67 percent think web chat will eventually become more widely used, according to a new survey conducted by Firstsource Solutions, a global provider of business process management services. The survey aimed to gain insight into consumer attitude and use of web chat services. Continue reading Web Chat to become the next wave of Customer Management Adoption, according to Firstsource Survey

Twitter least effective customer service channel for UK brands, according to new study

PRESS RELEASE: Many UK companies are still struggling to deliver adequate customer service through the web, email, social media and web chat channels, with Twitter performance particularly patchy according to a new study. Only 39% of companies were able to answer customer service questions asked through Twitter – despite 76% of organisations now being contactable through this channel. Continue reading Twitter least effective customer service channel for UK brands, according to new study

Ventana Research Releases Benchmark Study on Next-Generation Customer Analytics

PRESS RELEASE: Ventana Research this week released the findings of its latest benchmark research, on the topic of customer analytics and its intersection with next-generation technologies including big data, cloud computing, mobile technology and social collaboration. The research study was sponsored by Transera, the Customer Engagement Analytics in the cloud company.  Continue reading Ventana Research Releases Benchmark Study on Next-Generation Customer Analytics

On-premise frustrations are fuelling the cloud-based contact centre explosion

PRESS RELEASE: The contact centre market is undertaking a fundamental shift, with more than one in three contact centre managers actively considering a move to the cloud in the near future. A new research report from cloud-based contact centre software provider Magnetic North, entitled ‘Ahead in the cloud: Why contact centres are moving to cloud-based solutions’, also reveals that the last two years have seen an openness to the cloud grow for a further third of contact centre managers.  Continue reading On-premise frustrations are fuelling the cloud-based contact centre explosion

Juniper Research Forecasts 130 Million Mobile Video Calling Users by 2018 as Revenue Models Shift

PRESS RELEASE: While users of mobile video calling services such as Skype are forecast to increase to over 130 million users by 2018, question marks remain over the potential for mobile video calling to generate revenues in its own right, a new report from Juniper Research has found.  Continue reading Juniper Research Forecasts 130 Million Mobile Video Calling Users by 2018 as Revenue Models Shift