US businesses are ranked among both the best and worst in the world in an important application of cloud technology, according to a recent study by Forrester Consulting, commissioned by SuccessKPI. Continue reading Independent Survey: US, UK Companies Among Leaders in Cloud Contact Centre Results but Lag in Technology Optimization
Category Archives: Market Research
Gartner Survey Finds 77% of Sellers Struggle to Complete Their Assigned Tasks Efficiently
Despite sales organizations investing in sales enablement initiatives, 77% of sellers report that they struggle to complete their assigned tasks efficiently, according to Gartner, Inc. Continue reading Gartner Survey Finds 77% of Sellers Struggle to Complete Their Assigned Tasks Efficiently
TransUnion Report Shows Fraud Attacks on Financial Industry Call Centers Rising
At a time when commerce is increasingly conducted digitally, consumers still expect and rely on call centres to deliver timely and trustworthy customer service when they need it. However, according to a new TransUnion report, these call centres have increasingly become a target for fraud, leading to a complicated balancing act of delivering efficient service and maintaining customer account security. Continue reading TransUnion Report Shows Fraud Attacks on Financial Industry Call Centers Rising
New Verint Research Highlights Retail Holiday Staffing Shortage
As retailers head into the ever-critical holiday shopping season, new research from Verint® highlights key customer engagement challenges and opportunities amidst a backdrop of labour shortages. Continue reading New Verint Research Highlights Retail Holiday Staffing Shortage
Customer service agents report ongoing struggles at work
According to new research carried out by the Call Centre Management Association (CCMA) and supported by Intradiem, two-thirds of customer service agents report that their job is as difficult or more difficult than it was a year ago. Continue reading Customer service agents report ongoing struggles at work
Gainsight Report Finds Nearly Half of SaaS Companies Focused on Digital Customer Success To Drive Scale and Efficiency
Gainsight, the world’s leading Customer Success platform, announced the results of a study on Customer Success trends. Continue reading Gainsight Report Finds Nearly Half of SaaS Companies Focused on Digital Customer Success To Drive Scale and Efficiency