While customer experience continues to be the top priority for businesses, a new report announced, “The Health of the Contact Centre: Agent Well-Being in a Customer-Centric Era,” reveals that 56 percent of contact centre employees cite complex customer problems as their top challenge. A full 60 percent admit their company has left them ill-equipped to handle these problems, leaving agents stressed and unengaged. Continue reading Contact Centre Employees Warn Increasingly Complex Customer Problems and Lack of Support Will Impact the Brand Experience
Category Archives: Market Research
New research points to a potential leadership crisis within the contact centre industry
Kura and Inisoft commissioned ContactBabel, a leading contact centre analyst firm, to survey over 100 senior decision makers and understand the state of the industry from a leader’s perspective. Continue reading New research points to a potential leadership crisis within the contact centre industry
79% Consumers Want to able to Contact Businesses Online
Over three-quarters (79%) of consumers believe businesses should provide a way for customers to engage with them online, according to a new survey by Enghouse Interactive. When the same question was asked in 2014, only 29% of those polled said this was important, demonstrating how attitudes have changed over the past three years. Continue reading 79% Consumers Want to able to Contact Businesses Online
Gen Z and Millennials now more likely to communicate with each other digitally than in person
LivePerson, the leading provider of cloud mobile and online business messaging solutions, has released the first of a two-part research report assessing digital habits and preferences among Gen Z and Millennials across the globe. Continue reading Gen Z and Millennials now more likely to communicate with each other digitally than in person
Conduent Report: Half of Consumers are Dissatisfied with Their Technology Suppliers
We’ve all experienced a frustrating interaction with customer service. You call expecting a simple resolution to a problem, but 30 minutes and multiple customer service representatives later, you’ve had to repeat your account information and issue for each person you’ve spoken with and still haven’t resolved the problem. Continue reading Conduent Report: Half of Consumers are Dissatisfied with Their Technology Suppliers
UK customer experience worsening as social media performance slumps
UK brands are struggling to cope with a rising volume of queries and growing consumer expectations, according to the Eptica Multichannel Customer Conversation Study, which was released today. The 100 UK companies surveyed could only answer 44% of routine questions asked on the web, email, Twitter and Facebook, down from 49% in 2016. Continue reading UK customer experience worsening as social media performance slumps