Category Archives: Market Research

BT and Avaya collaborate to help businesses better address changing workplace

Avaya LogoNew independent research, commissioned by BT and Avaya, found that small and medium size businesses are increasingly facing demands for communication services that are influenced by the age and personality of employees, with those in their twenties and thirties among the most demanding. Continue reading BT and Avaya collaborate to help businesses better address changing workplace

Research shows ‘Content Intelligence’ is the major Big Data hurdle facing large organisations

The biggest challenge most large organisations face in the age of Big Data is the fact that their content is fragmented and uncategorised rather than the sheer volume of information being generated, a new study from MindMetre Research reveals. The report shows that 71% of respondents say the content they need is scattered among different business units and stored in different formats, while 56% say it is not labelled with the metadata necessary to make it easy and quick to find. Continue reading Research shows ‘Content Intelligence’ is the major Big Data hurdle facing large organisations

Call centre MOTs set to expire as only half do annual checks

aspect-logo-std-full-RGBLast year, Ofcom fined several companies for breaching silent and abandoned call rules, including its biggest fine yet of £750k to one firm. A recent survey of contact centre professionals by Aspect Software has discovered that almost two in five senior contact centre professionals in the UK admit that they are not, or they don’t know whether they are currently Ofcom compliant. Continue reading Call centre MOTs set to expire as only half do annual checks

8 in 10 people stop interaction with an organisation because it’s ‘too hard’

Just two in ten organisations rate customer effort – the level of frustration, amount of time invested and the number of times an organisation is contacted – as a top three measure of customer experience. This is despite 8 in 10 respondents of a Customer Contact Association (CCA) member survey, in partnership with Capita Customer Management, admitting that they have stopped interaction with an organisation because it was too hard. Continue reading 8 in 10 people stop interaction with an organisation because it’s ‘too hard’