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
Category Archives: Market Research
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
Customer service: short waiting times more important than choice of channels
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
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