Consumers want in-the-moment responses and effortless resolution when engaging with brands and deem these essential elements of a good customer experience, according to new research based on a survey of more than 2,000 US consumers aged 18 to 75. Continue reading New Survey Reveals 64 Percent of Consumers Have Jumped to a Competitor Following a Poor Customer Experience
Category Archives: Market Research
Poor mental health costs UK contact centres almost £1 billion each year
Those working in contact centre roles say that work-related poor mental wellbeing is making them less productive, including answering fewer calls and taking more sick days – costing the industry over £990m1 in lost productivity every year. That’s according to a new study, Duty of Care Gap2, released by customer engagement software specialists MaxContact. Continue reading Poor mental health costs UK contact centres almost £1 billion each year
Contact Centre Agents Struggle with Traditional Desktop tools to Handle Customer Queries, Survey Finds
eGain, the leading knowledge management platform for customer engagement automation, announced findings from a groundbreaking agent experience (AX) survey of US contact centres. Continue reading Contact Centre Agents Struggle with Traditional Desktop tools to Handle Customer Queries, Survey Finds
Feelings are Number One Driver of Consumer Loyalty, Qualtrics Research Finds
When it comes to loyalty, the way a person feels after interacting with a company is more important even than whether they were able to successfully do what they wanted to do, according to new research from the XM Institute at Qualtrics. Continue reading Feelings are Number One Driver of Consumer Loyalty, Qualtrics Research Finds
Tech jargon is turning 60% of people away from technology jobs, says Babble
The technology sector’s widespread use of unnecessary jargon and technobabble is stopping people joining the sector and needs to be eliminated. That’s according to Babble, which released new research revealing how companies delay or abandon technology investments when confronted with impenetrable jargon. Continue reading Tech jargon is turning 60% of people away from technology jobs, says Babble
Survey: Businesses underestimating how quickly consumers abandon brands with poor customer service
NICE announced the release of its 2022 Digital-First Customer Experience Report, which highlighted significant gaps between company and consumer perceptions of current digital- and self-service channels. Continue reading Survey: Businesses underestimating how quickly consumers abandon brands with poor customer service