PRESS RELEASE: inContact, a NICE company announced new research identifying gaps in customer satisfaction across 10 different customer service channels. The “inContact Customer Experience Transformation Benchmark Study” reveals that, across all channels, consumers are not getting the “fast resolution” they demand. Continue reading Companies Still Failing to Meet Customer Service Needs Across Channels, New Survey from inContact Reveals →

PRESS RELEASE: Britain has a secret army of untrained customer service workers who are stretched to breaking point as businesses fail to invest in technology or training. Currently there are 766,000 people working in contact centres in the UK.1 However, there are more than 4.6 million additional staff dealing with customer service enquiries, who don’t work in a traditional contact centre.2 Continue reading Britain’s secret customer service army: unsupported and undertrained →

PRESS RELEASE: Mitel®, a global leader in enterprise communications has discovered that substandard communications and collaboration practices are causing UK businesses to fall short on productivity. This lack of productivity costs businesses approximately £8,000 per employee every year and up to £4m annually for a company of 500 employees. Continue reading Inefficient Communications and Collaboration Costs UK Companies £8,000 per Employee per Year →

A global survey into the practice of Employee Engagement has been launched by Cornerstone International Group, a world ranking executive search and leadership development organization. Reports indicate that up to 70 percent of employees are disengaged in the workplace, costing companies $450-550 billion every year. Continue reading Survey Probes Cost of Disengaged Employees →

PRESS RELEASE: A new global study released by Pegasystems, the software company empowering customer engagement at the world’s leading enterprises, revealed consumers are confused about what artificial intelligence (AI) really does and have misplaced fears that inhibit them from using AI-based technology. These findings appear to clash with how the UK government wants to make the UK a world leading industrial centre for AI research and development. However, these fears are eased once consumers gain first hand AI experience – which ironically many enjoy today without even realising it. Continue reading New Research Reveals Deep Consumer Confusion About Artificial Intelligence →

PRESS RELEASE: Despite 93% of consumers revealing they are more likely to buy if they receive a positive customer experience, UK retailers are struggling to deliver adequate, consistent service new research suggests. Companies were unable to answer 46% of customer queries received on email, the web, Twitter and Facebook, with only 7.5% responding on all four channels – and a mere 2.5% providing a consistent, accurate answer across all of them. Continue reading UK retail customer experience failing to improve with nearly 50% of queries left unanswered →