A new survey conducted by Moneypenny, into the return to work post-COVID lockdown, shows that almost half (45%) of office workers surveyed are returning to work immediately, with a further 31% due back in the next one to four months. However, 48% admit to having some concerns about COVID risks and a further 15% are not at all comfortable with the prospect of going back to the office. Continue reading Moneypenny survey shows how office life has transformed in post-lockdown return to work
Category Archives: Market Research
The changing landscape of customer experience and why brands are still getting complaint handling wrong
A leading customer service provider has challenged businesses in the UK to change the way they think about customer interaction, amid rising levels of consumer dissatisfaction. Woven is a leading contact centre, customer management and BPO service provider, operating from offices in Bristol, Swindon and Ipswich and working with brands across a range of industries, including Toyota and Kärcher. Continue reading The changing landscape of customer experience and why brands are still getting complaint handling wrong
Cloud Communications: European Companies Show Newfound Maturity
For the third consecutive year, Mitel®, a global market leader in business communications, has carried out research into European companies’ adoption of cloud-based communications. The survey, conducted by Spoking Polls with 1,108 European IT decision-makers, highlights a rising adoption rate among businesses and a newfound maturity when it comes to migrating towards an as-a-service model. Continue reading Cloud Communications: European Companies Show Newfound Maturity
Customer Experience Research from Sabio Group Shows Significant Shift to Digital Channels and AI
Sabio Group unveiled the findings of its latest market survey that highlights how the COVID crisis has led to a period of pivotal change for businesses, employees and consumers. Driven by necessity, businesses condensed technology transformations from years to weeks and consumers switched to new, faster and more efficient, channels of engagement. Continue reading Customer Experience Research from Sabio Group Shows Significant Shift to Digital Channels and AI
Chatbots rank dead last in customer satisfaction as digital service demand grows amid COVID-19
eGain, the leading provider of customer engagement solutions, announced that chatbots ranked at the bottom among digital touchpoints in customer satisfaction during the initial outbreak of COVID-19. Continue reading Chatbots rank dead last in customer satisfaction as digital service demand grows amid COVID-19
89% of UK contact centre leaders say that the Covid-19 crisis has changed the UK contact centre industry forever
According to a major new industry survey “What Will Your Contact Centre Be Like Post Lockdown?”, 77% of contact centres had 50% or more of their employees working from home during the current Covid-19 crisis with 62% stating that, if there was a second wave, they needed to understand how to do homeworking better. Continue reading 89% of UK contact centre leaders say that the Covid-19 crisis has changed the UK contact centre industry forever