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
Category Archives: Market Research
Contact centres need a brand new approach when it comes to customer service
PRESS RELEASE: As luxury brands set the pace in the customer retention stakes in 2017 by focusing on combining traditional service values with the latest digital customer service techniques, Aquarium Software says software can help contact centres achieve a similar end goal. Continue reading Contact centres need a brand new approach when it comes to customer service
Businesses Lose an Average of $11,000 per Employee Every Year Due to Ineffective Communications and Collaboration
PRESS RELEASE: Mitel® launched the first in a series of reports examining the cost of inadequate enterprise communications and collaboration capabilities. The independent survey, conducted by Webtorials, analyzed the ways people interact both inside and outside an organization. Continue reading Businesses Lose an Average of $11,000 per Employee Every Year Due to Ineffective Communications and Collaboration
Oracle Communications finds CSPs see cloud technology investments as critical to improving customer experience
A new Oracle study announced today conveys that Communication Service Providers’ (CSPs) top challenge is improving customer experiences, followed closely by keeping up with technological advancements. Continue reading Oracle Communications finds CSPs see cloud technology investments as critical to improving customer experience
Aeriandi Study Highlights UK Financial Institutions are Unprepared for MiFID II Legislation and Unaware of Extent of Penalties
PRESS RELEASE: A study of IT managers and decision makers and Risk & Compliance managers within UK financial services businesses, reveals a lack of preparation and understanding of the requirements of MiFID II legislation due to come into force in January 2018. Continue reading Aeriandi Study Highlights UK Financial Institutions are Unprepared for MiFID II Legislation and Unaware of Extent of Penalties
2017 – the Arrival of AI and IM in the Contact Centre
“Artificial intelligence (AI) and Instant Messaging (IM) are poised to fundamentally change the service call experience,” says Nicholas O’Connor, strategic business development consultant at hi.guru. “Already, many companies are using social media and considering chatbots to address customer queries – resulting in a rethink of how service resolution may be optimised. Continue reading 2017 – the Arrival of AI and IM in the Contact Centre