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 →

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 (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 →

A new survey shows that consumers are fed up with poor customer engagement experiences and outdated approaches to customer service, with 68 percent noting they would buy more from brands that put service back in customer service. Continue reading 77% of consumers feel inefficient customer service experiences detract from their quality of life →

Contact centre outsourcer Kura and software specialist Inisoft have teamed up with CCA Global to understand the challenges the front-end advisors face in delivering a great service. A study of around 600 advisors paints an up-to-date picture of morale within the contact centre from a frontline perspective. Continue reading New study highlights internal communications problems at contact centres →

Cloud-based customer experience (CX) intelligence leader InMoment published its annual study of UK CX trends, which surveys both brands and consumers to determine where they are aligned on their customer experience priorities, as well as areas of disconnect. Continue reading STUDY: Top Priorities for UK Consumers Include Purpose, Human Connection and Trust →