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
Category Archives: Market Research
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
Survey of Digital Customer Experience Buyers Reveals Opportunities
Hinduja Global Solutions (HGS), a digital-led CX transformation leader for the world’s most admired brands, recently commissioned a customer experience (CX) survey highlighting opportunities in the space. Continue reading Survey of Digital Customer Experience Buyers Reveals Opportunities
CX Innovation Stalls as Contact Centres Fail at the Fundamentals
UJET, Inc., the world’s most advanced cloud contact centre provider, shares new research conducted by Contact Centre Management Association (CCMA), that details proven ways Contact Center Leaders can accelerate innovation and operational effectiveness in their organizations. Continue reading CX Innovation Stalls as Contact Centres Fail at the Fundamentals
Customer service has power to make or break corporate reputation, research finds
Good customer service is the most powerful tool a business has when it comes to improving and maintaining its reputation, new research has found. Continue reading Customer service has power to make or break corporate reputation, research finds
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, 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