Short waiting times and quick resolution of their query are the two most important elements of customer service for consumers, according to new research. Continue reading Customer service: short waiting times more important than choice of channels
Category Archives: Market Research
Poly’s Latest Research Indicates that Employers Should Aim to Magnetize, Instead of Mandate, a Return to the Office
A new report from Poly indicates that the key to a successful return to office (RTO) is reliant on an organization’s hybrid work strategy. The “Journey to Hybrid Working” report highlights that getting employees back to the office in a hybrid model is being impacted by a reluctance to return, with employees citing concerns over work-life balance and productivity. Continue reading Poly’s Latest Research Indicates that Employers Should Aim to Magnetize, Instead of Mandate, a Return to the Office
New Research Reveals Gap in Employee Retention and Performance within Contact Centres
Centrical, a global SaaS company, and pioneer of a next-generation employee engagement and performance management platform, has released a new industry trend report on the 2022 global state of contact centre employee retention and performance. Continue reading New Research Reveals Gap in Employee Retention and Performance within Contact Centres
B2B Companies Must Adopt AI-Powered Conversation Automation to Meet Customer Expectations, 451 Research Finds
As growth slows for the second quarter in a row, Conversica, Inc. , the leading provider of Conversation Automation solutions for enterprise revenue teams, and 451 Research, part of S&P Global, release new data showing those without conversational AI are now far behind in the race to meet rising customer expectations. Continue reading B2B Companies Must Adopt AI-Powered Conversation Automation to Meet Customer Expectations, 451 Research Finds
Five9 International Study Finds 9 out of 10 Contact Centres Have Increased Focus on Agent and Employee Experience
Five9, a leading provider of the intelligent cloud contact centre, announced the results of its 2022 International Customer Service Index (CSI) Business Decision Makers Survey, which revealed new customer engagement and contact centre workplace trends. Continue reading Five9 International Study Finds 9 out of 10 Contact Centres Have Increased Focus on Agent and Employee Experience
Response-Based Email Threats Targeting Corporate Inboxes Are The Highest Since 2020, According To HelpSystems’ Latest Agari And PhishLabs Report
Response-based attacks targeting corporate inboxes have climbed to their highest volume since 2020, representing 41 percent of all email-based scams targeting employees, during Q2 of this year. This is according to the latest Quarterly Threat Trends & Intelligence Report from Agari and PhishLabs, part of the HelpSystems cybersecurity portfolio. Continue reading Response-Based Email Threats Targeting Corporate Inboxes Are The Highest Since 2020, According To HelpSystems’ Latest Agari And PhishLabs Report