First Direct tops latest UK Customer Satisfaction Index
Banking provider First Direct has topped the UK Customer Satisfaction Index (UKCSI), with a customer satisfaction score of 86.7 (out of 100). The UKCSI, published today by The Institute of Customer Service, is produced twice a year and rates customer satisfaction at a national, sector and organisational level across 13 sectors – incorporating the views […]
Impact of bad customer service on retailers revealed
Nearly six in ten (59%) consumers have stopped shopping with a retailer due to poor customer service in store, on the phone, or online. That’s according to new data by 8×8, which 2,018 UK adults in October, finding that when asked about the bad service they had received, the most common issue consumers cited (78%) was being […]
55% of UK contact centres expect lower live call volumes in 2019
The majority of contact centre operations expect their live inbound call volumes to decrease in 2019, according to a new study. The survey of over 200 contact centres undertaken by ContactBabel for its UK Contact Centre Decision-Makers’ Guide report also found that despite this expected drop, live telephony is still seen by businesses as the most […]
UK insurance contact centres ‘battle 60% rise in call duration’
UK insurance companies expect to make significant investments in AI-enabled web chat, automated customer identification and interaction analytics technology within the next two years. A survey of over 200 UK contact centres undertaken by ContactBabel shows that insurance operations expect their use of web chat to grow from 44% today to 94% by the beginning […]
Digital channel use gaining ground – and it’s not because of AI Chatbots
Use of digital channels by consumers to contact brands is gaining ground on more traditional methods, with email doubling and chat tripling among US consumers in 2018, according to a new study. However, the research by NICE inContact also found that use of “automated assistants” or chatbots by consumers for recent service interactions is still […]
Not valuing customers ‘leads to $136 billion switching epidemic’ in US
US businesses have contributed to a switching epidemic by not valuing customers or listening to them when they have problems, with the resulting switching by consumers costing firms $136 billion a year. A report from CallMiner features survey responses from US adults who had contacted a supplier in the last five years and shows that 85% of adults […]
Web chat high on UK financial services agenda
UK financial services companies expect to make massive investments in AI-enabled web chat, automated customer identification and interaction analytics technology within the next two years. A survey of over 200 UK contact centres by analyst ContactBabel shows that financial services operations expect their use of web chat to grow from 24% today to 89% by […]
FREE GUIDE: The cure for the common call
By Synthetix No-one likes waiting. Untimely responses to customer queries are one of the hallmarks of poor customer service and precious time wasted. A recent study by the Institute of Customer Service concluded that the UK public waste millions of hours trying to resolve customer support issues from their workplace. This disruption in employee productivity […]
Artificial Intelligence tops 2018 contact centre buying trends
Artificial intelligence, multichannel communications and web self-service/web chat top the list of solutions the UK’s leading call centre professionals are sourcing in 2018. The findings have been revealed by the Call Centre & Customer Services Summit after delegates attending the event were asked which areas they needed to invest in during 2018 and beyond. 39% were looking to […]
Americans say customer service is better than ever
US consumers – especially millennials – say businesses are meeting or exceeding their service expectations according to research from American Express. The study shows US consumers are happier than ever with the service companies provide, with eight in 10 Americans (81%) reporting that businesses are meeting or exceeding their expectations for service, compared to 67 […]
