PRESS RELEASE: Semafone, a provider of secure payment software for contact centers, announced findings from a new “secret shopper” survey of leading insurance companies. Ten of the top insurance companies in the U.S. were anonymously surveyed and all responded that they still require customers to read their card numbers out loud when paying for insurance services over the phone, which means that they risk compromising security and Payment Card Industry Data Security Standard (PCI DSS) compliance. Continue reading Top U.S. Insurers Still Require Customers to Read Card Numbers Out Loud, Compromising Security and PCI DSS Compliance →

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 →