Workers in customer-facing roles are stressed and nearly one-third (31%) think about quitting their job multiple times a month, according to new research from Qualtrics. More than two in five (44%) say their workloads have increased, and one-third say customers have become ruder over the past year. Continue reading Frontline Employees on Understaffed Teams Twice as Likely to Consider Quitting as Employees on Well-staffed Teams
Category Archives: Market Research
Gartner Says Customer Service Functions That Implement a “Connected Rep” Strategy Will Improve Contact Center Efficiency by 30% by 2026
By 2026, Gartner, Inc. predicts customer service functions that implement the “connected rep” will improve contact centre efficiency by 30%. Continue reading Gartner Says Customer Service Functions That Implement a “Connected Rep” Strategy Will Improve Contact Center Efficiency by 30% by 2026
A Third of Shoppers Worldwide are Willing to Pay More for Good Customer Service
Nearly one third of consumers worldwide said they are willing to pay more for a product or service if it came with better customer service, according to a survey by Teleperformance Customer Experience Lab (CX Lab). Continue reading A Third of Shoppers Worldwide are Willing to Pay More for Good Customer Service
Majority of enterprise executives increasing their 2023 digital CX budgets, despite macroeconomic uncertainty
Research commissioned by TELUS International, a leading digital customer experience (CX) innovator that designs, builds and delivers next-generation solutions, including AI and content moderation, for global and disruptive brands, found that close to three-quarters (72%) of enterprise executives will be spending more on digital CX in 2023 compared to 2022, with 68% increasing their digital CX budgets by up to 25%. Continue reading Majority of enterprise executives increasing their 2023 digital CX budgets, despite macroeconomic uncertainty
New survey finds chatbots are still falling short of consumer expectations
Cyara, provider of the award-winning Automated Customer Experience (CX) Assurance Platform, released a new global study that shows while most customers want to use chatbots for automated support, many businesses fail to deliver positive chatbot experiences even as they increasingly rely on them as primary methods of customer interactions online. Continue reading New survey finds chatbots are still falling short of consumer expectations
Gartner Survey Finds Nearly Half of Customer Service Reps Avoid Adopting New Technologies
Forty-five percent of customer service reps (CSRs) avoid adopting new technologies by relying on legacy systems and tools, according to a survey from Gartner, Inc. Continue reading Gartner Survey Finds Nearly Half of Customer Service Reps Avoid Adopting New Technologies