Infinity, the global call intelligence and speech analytics platform, can reveal that it has seen significant spikes in call volumes to utilities providers using its platform relating to energy price cap increases. Continue reading UK Energy Providers Inundated with Customer Calls Due to Price Hikes, Infinity Data Reveals
Category Archives: Market Research
Airship’s Survey Reveals Companies Still Struggle to Optimize Mobile App Experiences
Airship published its Mobile App Experience Gap Survey report, which spotlights key internal challenges companies of all sizes face in deploying and improving mobile app experiences for their customers. Continue reading Airship’s Survey Reveals Companies Still Struggle to Optimize Mobile App Experiences
Almost Half of Customer Service Calls Fail Due to Contact Center Background Noise
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
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