LiveVox, a leading cloud-based provider of customer service and digital engagement tools, recently commissioned Forrester Consulting to evaluate how integrated contact centre solutions help firms with their business operations, customer needs, agent performance, and business outcomes. Continue reading Research Study Commissioned by LiveVox Reveals Path to Improved Contact Centre Agent and Customer Experience →

Fifty-seven percent of UK workers have felt happier over the past year as a result of working from home, according to a new study commissioned by Avaya to take the emotional pulse of the nation as we move beyond 2020. Continue reading Ability to Work from Anywhere a Driver for Happiness in UK Employees →

Remote work, rapidly accelerated by the pandemic, is now essential to business success and worker productivity. However, as parts of the world open up and hybrid work becomes a reality, research shows that companies must invest in establishing flexible work policies and programs, and address a sizeable disconnect in trust between decision makers and employees, according to a Forrester study commissioned by LogMeIn, Inc., leading provider of cloud-based solutions GoToMeeting, GoToConnect, GoToWebinar, LastPass and Rescue, that enable the work-from-anywhere era. Continue reading Flexible Work is Here to Stay, But Do Business Leaders Trust Employees When They Work Outside the Office? →

Businesses need greater executive buy-in, implementation across the organization and more robust governance if their intelligent automation deployments are to succeed, according to new research by Pegasystems. The global study, conducted by research firm iResearch, surveyed 1,000 respondents in C-level, vice-president, and director positions from 12 nations and multiple industry sectors on the maturity of intelligent automation projects today. Continue reading New Research Identifies Three-Point Plan to Successful Intelligent Automation Implementations →

Calabrio, the customer experience intelligence company, uncovered new data regarding contact centres that shifted operations to the cloud during the pandemic. Continue reading Nearly Three-Quarters of Contact Centres That Moved to The Cloud Did So During the Pandemic. Here’s What They’re Expecting Next. →

New research published by SnapLogic, provider of the #1 Intelligent Integration Platform, reveals that 78% of businesses plan to increase their spending on automation initiatives in the coming 12 months. Continue reading 78% of IT Leaders Plan to Increase Spending on Automation Initiatives Post-Pandemic →