Invoca, a recognized leader in conversation intelligence AI, released its 2023 State of the Contact Center Report to pull the curtain back on how contact centre agents work, what makes them happy, and how contact centre managers use conversation intelligence AI to drive contact centre performance and excel in customer satisfaction. Continue reading Invoca Report Finds 62% of Contact Centre Managers Cannot Analyse Enough Calls to Evaluate Agent Performance Accurately
Category Archives: Market Research
New State of CX study from SurveyMonkey shows major disconnect between CX and digital marketing pros and customers
New data from SurveyMonkey, a global leader in online surveys and forms, reveals a drastic disconnect between consumers’ feelings and CX and digital marketing professionals’ perceptions about customer experiences. Continue reading New State of CX study from SurveyMonkey shows major disconnect between CX and digital marketing pros and customers
Gartner Survey Reveals Only 8% of Customers Used a Chatbot During their Most Recent Customer Service Interaction
Only 8% of customers used a chatbot during their most recent customer service experience, according to a survey by Gartner, Inc. Of those, just 25% said they would use that chatbot again in the future. Continue reading Gartner Survey Reveals Only 8% of Customers Used a Chatbot During their Most Recent Customer Service Interaction
Study Finds Consumers Conflicted on Use of Artificial Intelligence
Consumers have confidence in artificial intelligence (AI) as a tool for transforming their customer experiences but have growing concerns over AI’s increased prevalence in other disciplines, according to new research from Pegasystems. Continue reading Study Finds Consumers Conflicted on Use of Artificial Intelligence
Please hold: 4 in 10 shoppers have contacted customer support in the past THREE days
Four in ten shoppers have needed to get in touch with a business’s customer support with a query or complaint in the last three days, according to new research. Continue reading Please hold: 4 in 10 shoppers have contacted customer support in the past THREE days
UK workers reveal top bugbears of working from home
New research from Vodafone Business and RingCentral has revealed the leading bugbears for hybrid workers when working from home. Continue reading UK workers reveal top bugbears of working from home