Calabrio, the workforce performance company, released the findings of a major contact centre industry study with Get out of Wrap, the UK’s first contact centre podcast. The new research revealed high levels of agent satisfaction and work-life balance alongside clear opportunities in areas such as career progression. Continue reading New Research from Calabrio Highlights An Enhanced Reputation of the Contact Centre Industry
Category Archives: Market Research
60% of Contact Center AI Deployments Are Low Maturity, According to New UJET Research
Sixty percent of AI deployments in the contact centre are low maturity, according to a new AI Maturity Benchmark Report by UJET, a leading provider of AI-powered cloud contact centre solutions. Continue reading 60% of Contact Center AI Deployments Are Low Maturity, According to New UJET Research
Gartner Survey Finds Only 14% of Customer Service Issues Are Fully Resolved in Self-Service
Only 14% of customer service and support issues are fully resolved in self-service, according to a survey by Gartner, Inc. Even for issues that customers describe as “very simple”, only 36% resolve fully in self-service. Continue reading Gartner Survey Finds Only 14% of Customer Service Issues Are Fully Resolved in Self-Service
Over half of CX leaders feel wait times will be eliminated in as little as three years
CX leaders are planning to operate in a radically different landscape in as little as three years, according to a new study of over 1,300 senior CX leaders from Zendesk. Over two-thirds (68%) of those in the UK expect an end to traditional CX as we know it, giving way to radically different industry dynamics. Continue reading Over half of CX leaders feel wait times will be eliminated in as little as three years
CommBox survey: UK consumers call on AI to save “broken” customer service
The results of a new survey into the customer service industry have today been released, revealing a growing call from UK consumers for brands to find ways to fix declining levels of customer satisfaction, particularly as customers become more unforgiving of poor service delivery. Continue reading CommBox survey: UK consumers call on AI to save “broken” customer service
Gartner Survey Finds 64% of Customers Would Prefer That Companies Didn’t Use AI For Customer Service
Sixty-four percent of customers would prefer that companies didn’t use artificial intelligence (AI) in their customer service, according to a survey by Gartner, Inc. Furthermore, 53% of customers would consider switching to a competitor if they found out a company was going to use AI for customer service. Continue reading Gartner Survey Finds 64% of Customers Would Prefer That Companies Didn’t Use AI For Customer Service