Poor call centre experience of an unhelpful attitude pushes over half of customers away causing customers to become frustrated and leave according to Whistl. The leading delivery management company in the UK has undertaken research with a representative sample of 1000 UK consumers to understand their use of and attitudes to call centres. Continue reading Who’s calling? Whistl publishes definitive guide to UK consumers call centre use and performance expectations →

Customer habits and relationships with companies were altered during the Covid-19 pandemic. Aivo, a company specialized in artificial intelligence customer service solutions, made a study among its clients to identify this new reality. Continue reading WhatsApp Chats Between Users and Brands Grew 500% in April →

Two thirds of people signed up on ‘gig’ customer service (GigCX) platforms are seeing an increase in demand for customer service tasks since the COVID-19 pandemic began, according to The ‘Annual Gig Customer Service’ report, released today by AI-driven gig customer service platform Limitless. Continue reading ‘Gig’ customer service booming during Covid-19, says report →

Appian announced the results of its “Business Automation Technologies and the Customer Experience” survey. The objective of the survey, conducted by IDG, was to understand employee attitudes at large organizations across the United States and Europe with respect to business automation technologies and the “humanization” of business-to-customer relationships. Continue reading Two-Thirds of Respondents Say Technology is Not Delivering Stronger Customer Relationships →

Despite new UK regulations that encourage consumers to save money by changing suppliers, average customer churn increased by only 3.7% versus 2018, according to the 2020 CallMiner Churn Index which was released today. Continue reading British Businesses Lose Nearly £5 Billion due to Unplanned Customer Churn →

CGS, a global provider of business applications, enterprise learning and outsourcing services, announced findings from its 2020 CGS Customer Services Preferences in Times of Distress Survey. The results showed that consumers in both the U.S. and U.K. are feeling unsure about the safety of their personal data and prefer to connect with human agents in customer service interactions, especially for those that occur during stressful times. Continue reading CGS Survey Reveals Consumers Crave a Human Element in Customer Service During Stressful Times →