Genesys®, a global cloud leader in customer experience, released “Human Values: The operating system for a high-performing contact centre,” a study examining the values, desires and strengths among high-performing contact centre employees worldwide. The report also provides a five-step process to turn these insights into actions to engage and motivate employees. Continue reading Genesys study reveals path to improving recruitment and retention for the contact centre in the face of the Great Resignation
Category Archives: Market Research
Survey Reveals Challenges People Face with Increased Video Meetings
Uniphore, the leader in Conversational Service Automation (CSA), released survey results revealing Japanese consumer perspectives on the challenges and opportunities for video conversations. Continue reading Survey Reveals Challenges People Face with Increased Video Meetings
Five9 Survey Finds 30% of Customers Ditched Brands They had Previously Been Loyal to Last Year
Five9 announced the results of its 2021 Customer Service Index (CSI) survey. The research revealed that 30% of respondents left brands they had previously been loyal to in the last year, and one in four said their contact centre experience has gotten worse since the start of the pandemic. Continue reading Five9 Survey Finds 30% of Customers Ditched Brands They had Previously Been Loyal to Last Year
USA: LiveVox Study Finds That Many Contact Center Leaders Do Not Want to Keep Agents Remote Despite Recent Business Benefits
LiveVox, a leading cloud-based provider of customer service and digital engagement tools, has released the second edition of its LiveVox Work from Home Report, entitled, “The Remote Tipping Point.” Continue reading USA: LiveVox Study Finds That Many Contact Center Leaders Do Not Want to Keep Agents Remote Despite Recent Business Benefits
New Five9 Study Finds Contact Centres Face Workforce and Technology Gaps as Customer Service Becomes More Complex
Five9, a leading provider of the intelligent cloud contact centre, announced the results of a survey conducted by the International Customer Management Institute (ICMI) exploring the current state and future of work in the contact centre. Continue reading New Five9 Study Finds Contact Centres Face Workforce and Technology Gaps as Customer Service Becomes More Complex
Unbabel Announces LangOps Survey Results and New Market Category to Unify Language Strategy and Unleash Growth for Businesses
Unbabel, the industry’s first AI-powered Language Operations platform that helps businesses deliver multilingual support at scale, is announcing a new market category: Language Operations (LangOps). Continue reading Unbabel Announces LangOps Survey Results and New Market Category to Unify Language Strategy and Unleash Growth for Businesses