95% of Brits have bought something online in the last six months according to research conducted by leading global customer experience and business process outsourcing expert, Webhelp. Continue reading UK Shoppers Have Embraced the Online Revolution
Category Archives: Market Research
Reputation is key for a successful portrayal of brand from the contact centre
A recent spate of consumer boycotts should impel customer service centres to improve the customer experience to avoid being the next brand to suffer this fate. The complaints include major brands such as Tesco, Argos, Ryanair and South West Trains and targets the way customer service agents have handled issues. Continue reading Reputation is key for a successful portrayal of brand from the contact centre
Brands failing to deliver on chat customer experience
Consumers increasingly want to use chat for customer service – but companies are failing to meet their changing expectations. Nearly three quarters (72%) of consumers say a good chat experience will make them more loyal – however only 15% say they are always happy with the service they receive. These are amongst the headline findings of the Eptica 2017 UK Chat Study, released today. Continue reading Brands failing to deliver on chat customer experience
Your Customer Service Isn’t As Effective As You Think It Is, According to New NICE inContact Survey That Reveals Gaps Between Business and Consumer Perceptions
NICE inContact, announced a ground-breaking study comparing how businesses rate their success across more than 10 customer experience channels versus the actual experience and satisfaction that customers report in those channels. The new research, the second wave of the NICE inContact Customer Experience Transformation Benchmark Study, analyzes how customer service organizations think they are delivering in both agent-assisted and self-service channels including interactions with contact center agents via phone, email, chat, social media, and text as well as through web self-service, mobile applications, and interactive voice response (IVR). Continue reading Your Customer Service Isn’t As Effective As You Think It Is, According to New NICE inContact Survey That Reveals Gaps Between Business and Consumer Perceptions
Clarabridge Survey Reveals Expectations and Habits of Airline Customers in the US and UK
Clarabridge revealed the results from its comprehensive airline consumer survey. Clarabridge surveyed more than 1,200 consumers in both the United States and United Kingdom respectively. In both surveys respondents were between the ages of 18 and 60. The survey asked airline consumers share their feedback on all aspects of their air travel experience including personal preferences, expectations and key complaints. Continue reading Clarabridge Survey Reveals Expectations and Habits of Airline Customers in the US and UK
More than half of financial executives are still not confident about MiFID II
Research from TeleWare, a leading communication technology business, reveals that just 42 per cent of senior decision makers are confident in their firm’s knowledge of MiFID II requirements. Although only 99 days away, worryingly more than half (54 per cent) believe more education is needed on details of the European directive. Continue reading More than half of financial executives are still not confident about MiFID II