New research has found that nearly two fifths of employees in customer service roles are most likely to look for a new job in January, due to a seasonal slump in engagement and motivation. Continue reading Nearly 40% of customer service employees to look for a new job in January →

Contexta360, a leading speech analytics, AI and conversational computing company released the results of research into the deployment and use of speech and chat interaction analytics in UK contact centres and the view of voice calls as a customer support channel. Continue reading Contexta360 research finds Speech Analytics is not yet reaching full potential in UK Contact Centres →

NICE inContact announced findings from its global research study exploring the impact of Millennials and Generation Z on digital-first omnichannel customer experiences. Continue reading Millennials and Generation Z Are Driving the Digital-first Future of Customer Experience →

NICE announced insights from a new commissioned research study conducted by Forrester Consulting that shows the connection between improved customer service and Robotic Process Automation (RPA). The research findings indicated that 80 percent of business leaders surveyed felt RPA is important in making customer service teams more efficient. Continue reading 80 Percent of Business Leaders Consider Robotic Process Automation Important to Improving Customer Service Excellence →

Freshworks, the customer engagement software company announced research that reveals broad dissatisfaction with the latest artificial intelligence (AI) and machine learning (ML) available in today’s CRM solutions. Continue reading ‘Artificial Impact’: Only 12% of CRM Users Actually Use an AI-Based Tool →

UK consumers are not prepared for the introduction of Artificial Intelligence (AI), and want brands to focus on delivering a seamless, personal digital experience instead, according to the results of a global survey commissioned by Acquia, the open digital experience company. Continue reading British Consumers Are Not Ready for AI and Want Higher Levels of Personalisation, New Study Reveals →