Almost half of customer service calls are abandoned due to call centre background noise, with 42% hanging up immediately when they detect the noise. Continue reading Almost Half of Customer Service Calls Fail Due to Contact Center Background Noise
Category Archives: Market Research
New Research Reveals Need for Organisations to Modernise Business Communications to Support Accelerating Hybrid Work
Mitel®, a global leader in business communications, is sharing the findings of a business communications research survey conducted by analyst research firm Techaisle, which unveils crucial insights into the wide-ranging needs of organisations seeking to modernise their business communications to support hybrid work. Continue reading New Research Reveals Need for Organisations to Modernise Business Communications to Support Accelerating Hybrid Work
Total Economic Impact Study of Verint Digital-First Engagement Solutions Finds an ROI of 271% Over Three Years with a Payback in Less Than Six Months
Verint® released a commissioned study conducted by Forrester Consulting on The Total Economic Impact™ of Verint Digital-First Engagement™ (DFE) solutions, part of the Verint Customer Engagement Cloud Platform. Continue reading Total Economic Impact Study of Verint Digital-First Engagement Solutions Finds an ROI of 271% Over Three Years with a Payback in Less Than Six Months
Survey Finds Call Centre Threat Activity Rising; Legacy Authentication Methods Frustrate Customers and Fail to Prevent Fraud
The majority of call centres are seeing year-over-year increases in fraud activity, according to the 2022 Omnichannel Authentication Survey from Neustar, a TransUnion company. Continue reading Survey Finds Call Centre Threat Activity Rising; Legacy Authentication Methods Frustrate Customers and Fail to Prevent Fraud
New Calabrio Research: Consumers Judge Brands Based on their Customer Service Experience
Calabrio, the workforce performance company, has identified a direct correlation between contact centres, brand loyalty and brand revenue. The global research report, State of the Contact Centre 2022: Empowering the Contact Centre as Brand Guardian, uncovered a surprising gap between the role contact centre agents play in consumer brand perception and how much employers support and empower those same agents to be brand guardians. Continue reading New Calabrio Research: Consumers Judge Brands Based on their Customer Service Experience
Nearly 80% of Consumers to Cut Back Spend Amid Record Inflation, According to New UJET Research
Seventy-nine percent of consumers plan to cancel subscriptions, move to lower-cost providers, or renegotiate existing contracts to combat inflation, according to new data released by UJET, Inc. Continue reading Nearly 80% of Consumers to Cut Back Spend Amid Record Inflation, According to New UJET Research