Contact centres play a critical role in a retailer’s success. Professional agents who are well integrated with the company have a significant impact on sales, customer satisfaction, and loyalty. At the same time, advances in digital technology and artificial intelligence are broadening the role of contact centres in providing customer service across the customer service journey. Continue reading Retail Report: 80% of Retail Customers First Try to Resolve Their Issue Online Before Contacting Customer Service
Category Archives: Market Research
Study Finds 97 Percent of Customer Support Agents Say They Worry About Ability To Deliver Superior Service
A new study released, “Investigating the Customer Support Persona,” found that while customer support teams are staffed by professionals who feel dedicated to their jobs, the complexity of the software and applications they use for their role makes it difficult for them to perform their tasks optimally. Continue reading Study Finds 97 Percent of Customer Support Agents Say They Worry About Ability To Deliver Superior Service
Aeriandi study reveals contact centres woefully unprepared for General Data Protection Regulation (GDPR)
A new study by voice security services company, Aeriandi, reveals that many UK contact centres still have significant preparation to complete ahead of 25th May, the ‘go-live’ date for the EU’s General Data Protection Regulation (GDPR). Continue reading Aeriandi study reveals contact centres woefully unprepared for General Data Protection Regulation (GDPR)
Messaging is Leading Contact Centre Investments in 2018, Finds Research Survey by Sparkcentral
Sparkcentral, the leading digital customer service and engagement platform, announced its new report highlighting digital-first customer service in contact centers. The report, entitled, “The State of Digital Customer Service in 2018” describes the current adoption trends, challenges and opportunities cited by over 200 enterprise contact center leaders surveyed by Sparkcentral. Continue reading Messaging is Leading Contact Centre Investments in 2018, Finds Research Survey by Sparkcentral
Information overload hitting employee productivity, research reveals
New research by TeleWare, a leading communication technology business, has uncovered challenges experienced by employees with regards to information overload. With businesses of all shapes and sizes facing productivity issues as a result. Continue reading Information overload hitting employee productivity, research reveals
Two-Thirds of IT Chiefs Say Absence of Artificial Intelligence Will Lead to a Loss of Customers
Two-thirds (66%) of senior IT decision-makers believe failure to adopt artificial intelligence (AI) will lead to a loss of competitiveness, research by global reviews and customer insights company Feefo has found. Continue reading Two-Thirds of IT Chiefs Say Absence of Artificial Intelligence Will Lead to a Loss of Customers