CallMiner, the leading provider of speech and customer engagement analytics solutions unveiled the findings of new data analysis on the use of swear words in the contact centre. In a review of more than 82 million calls, the data indicates that callers are becoming more frustrated with issue resolution and are using offensive language to verbalize their displeasure. Continue reading As the nation gets angrier swearing in the Contact Centre is on the rise and that’s bad for business →

NICE inContact, a NICE business announced the results of a new study, AI-Infused Contact Centers Optimize Customer Experience. The study, conducted by Forrester Consulting on behalf of NICE inContact, found high interest among contact centre leaders in adopting AI across the contact centre. Continue reading Independent Research Firm Finds High Interest in Adopting AI Across the Contact Centre →

Open-Xchange, the open source communications software provider announces the results of a UK consumer survey conducted by Censuswide. The survey examines attitudes towards the big messaging platform providers (i.e. Facebook Messenger, WhatsApp), as well as wider consumer trust in the technology sector. Continue reading New survey reveals UK consumers more likely to ditch Facebook services than Huawei products →

British consumers are deeply divided in their opinion of using virtual assistants via a smart device, with a lack of trust and security fears being the main issues, new research from Maintel today reveals. In recent years, virtual assistants via voice activated services have become increasingly popular with the invention of services such as SIRI, Alexa and Google Assistant. Continue reading New Data Reveals Brits Divided on the Security of AI Virtual Assistants →

Customer-facing employees are frustrated with the level of customer service they are able to provide, citing inadequate technology and processes that restrict their effectiveness as one of the main reasons, according to new research from Pegasystems, the software company empowering digital transformation at the world’s leading enterprises. Continue reading Customer Service Hindered by Inadequate Technology, Say Customer-Facing Staff →

New research from 8×8 reveals that on average UK employees waste two hours every week trying to track down the right information internally, which is in turn impacting the quality of customer service they deliver. Continue reading Company productivity held back as employees are not able to access information, research report finds →