New research from Shared Services Connected Ltd (SSCL) has found that ‘human touch’ remains crucial to delivering satisfaction to contact centre customers, with nine out of 10 (88%) saying it is important to hear a human voice at the other end of the line. Continue reading Call centres must find ‘sweet spot’ between technology and the human touch →

Young Millennial / GenZ Customer Service Agents (ages 18-24) could be the largest customer service agent demographic in the next several years but they could also be the least happy and most likely to leave their jobs, according to the 2nd annual Aspect Agent Experience Index survey, which surveyed US employees. Continue reading Contact centres failing to engage and retain young Millennial and GenZ customer service agents →

Technology adoption is imperative to maintaining a competitive edge, but many companies rely too heavily on technology without understanding how it’s impacting the customer experience. A new study announced today, “Are You Listening? The Truth About What Customers Want in a Digital World,” found that human nature and the meaningful experiences that organisations create with customers drive digital behaviour and loyalty. Continue reading New Calabrio Study Finds Human Nature Drives Customer Loyalty in a Digital World →

A survey of over 500 consumers across the UK by marketing technology company Wiraya, has revealed the average UK consumer is happy to spend in excess of £195 in an order through voice technology, rising to £232 in the case of shoppers over the age of 30. Continue reading More than idle chatter; voice orders surpass £200 per user →

If digital transformation (DX) is using digital technologies to create new business models and change markets, then the journey has only just begun according to a new IDC white paper commissioned by Avaya.1 The study of nearly 800 enterprise companies across 15 countries showed this and other constructive insights for organizations planning their transformation strategies. Continue reading Digital Transformation Journey Just Beginning According to Global Research Study →

Research of more than 8,000 consumers in the UK, US, Germany and France released by Medallia, the global leader in customer experience management, in conjunction with Ipsos, the leading independent market research company, found that customer experience is the top reason consumers cite for choosing a retailer. Continue reading UK retailers failing to meet customer expectations →