A new Forrester Consulting study, commissioned by CallMiner, the leading provider of speech and customer interaction analytics, explores how contact centre leaders are increasingly prioritizing the experiences of customer service representatives (CSR) to improve customer experience (CX). Continue reading New Study Finds Majority of Organizations will Maintain Remote or Hybrid Contact Centres →

Real-time decisioning technology can play a critical role keeping customers happy, reducing churn, and improving the customer experience in the face of ever-increasing expectations, according to new research by Pegasystems, the software company that crushes business complexity. Continue reading Real-Time Decisioning Tools Critical to Meeting Increased Customer Expectations, Research Finds →

Throughout lockdown, business leaders have debated the tricky issue of how best to engage and support their people while working from home. However, according to a major new industry survey “The 2021 Contact Centre People Engagement Survey”, 81% of Agents/Advisers – and 56% of Directors/Managers – say that People Engagement in their Contact Centres is not a problem. Continue reading New survey paints positive picture of Employee Engagement during lockdown →

Mapp, the international provider of insight-led customer engagement, released the results of a study on current customer experience strategies. The findings reveal that, while 89% of respondents think a CX strategy is important or very important to business success, less than half (47%) review and evaluate their CX strategy annually or even less frequently. Continue reading The Biggest Challenge for Companies: Lack of Customer Knowledge →

New research released from Qualtrics, the world’s No. 1 Experience Management (XM) Platform and creator of the XM category, reveals what employees and customers want their experiences to look like in the future of work. Continue reading New Qualtrics Study Reveals What Experiences Employees and Customers Want in the Future of Work →

Limitless released annual industry report ‘GigCX goes mainstream‘, with headline data revealing that 47% of those doing gig customer service roles today had lost full time employment or had hours cut due to COVID-19. Furthermore, 46% of those surveyed became GigCX Experts over the past year due to reasons associated with the pandemic. Continue reading COVID accelerates demand for gig-driven customer support models →