More than half (52%) of people feel there is a negative stigma attached to asking for help if they fall into debt, according to new research. The study, completed by outsourced customer contact specialist Echo Managed Services, surveyed 1,000 UK residents on their experiences, knowledge and attitudes to household arrears. Continue reading More than half of Brits in financial trouble feel they cannot ask for help →

New research[1] from NewVoiceMedia, reveals that less than half (46 percent) of UK sales professionals made a personal or emotional connection with the majority (51 percent or more) of their prospects over the last year, despite acknowledging the impact that emotive experiences have on sales success. Continue reading NewVoiceMedia study finds UK sales reps are failing to provide the emotive experiences that boost customer acquisition and retention →

New research from NewVoiceMedia, reveals that 42 percent of UK consumers left a business last year due to poor customer service. For millennials (those aged 25-34), this increased to 53 percent. Continue reading NewVoiceMedia reveals nearly half of UK consumers ditched a business last year following poor customer service →

Artificial intelligence, chatbots and automation are the trends that will experience the greatest growth in customer experience over the next 12 months, according to the latest research from Aspect Software. Continue reading New research reveals the top contact centre technology trends over the next 12 months →

The results of a large-scale study of more than 36,000 consumers in 18 countries by Verint®, The Customer Engagement Company™, and carried out in partnership with Opinium Research LLC, reveals that more than 70% of consumers stated there has been an increased use of automation technology—such as artificial intelligence (AI) and robots—in their workplaces. Continue reading Global Research Commissioned by Verint Shows Consumers Becoming More Comfortable with Automation in Work Environments →

Financial service providers rely on incentives to motivate, increase productivity, and reward their employees. According to Auriemma Consulting Group research, 83% of financial service providers use incentives for agents and 67% for team leaders. However, the future of incentives may be in jeopardy. Continue reading How incentives shape the future of bank contact centres’ culture, says Auriemma Consulting Group →