Freshworks, a global leader in customer engagement software announced the results of a business metrics research project suggesting that businesses aren’t gaining full value from their service desk data. The joint research ‘Measuring and Making Most of Service Desk Metrics’ provides insights into what metrics organizations are measuring, how often they produce reports and what they do with the data. Continue reading Joint research by SDI and Freshworks reveals that only 38% of service desk teams provide businesses with context on data →

New research from NewVoiceMedia, a Vonage Company and leading global provider of cloud contact centre and inside sales solutions, reveals that three-quarters of consumers prefer to have their customer service inquiries handled by a live agent over self-service options or a chat bot. Continue reading New research reveals 75 percent of customers still favour live agent support for customer service vs 25 percent self-service and chatbots →

New research from Conduent Incorporated, a digital interactions company, finds that despite increased options for digital customer communications, brands’ ability to meet consumer expectations for sales, service and experience is declining. Continue reading Consumer Experience Report Indicates End-to-End Solutions Help Keep Pace With Rising Expectations →

Infosys, a global leader in next-generation digital services and consulting published a global research on data analytics from the Infosys Knowledge Institute. The survey titled, ‘Endless possibilities with data: Navigate from now to your next’, reveals that a majority of organizations are deploying analytics to enhance customer experiences and mitigate risk. Continue reading Data Analytics Most Instrumental in Enhancing Customer Experience and Lowering Risk for Organizations →

As Black Friday approaches, a survey conducted by Aspect Software has revealed that almost half of consumers (49 per cent) expect to see at least some improvement in customer service during the busy shopping period, with this figure rising to 69 per cent for those aged 16-24, and 61 per cent for those aged 25-34. Continue reading Discerning shopping tastes of younger generation around Black Friday revealed in new research from Aspect Software →

UK research reveals that nearly six in ten (59%) consumers have stopped shopping with a retailer due to poor customer service. Continue reading Bad customer service stops six in ten consumers shopping with a retailer →