REPORT DOWNLOAD: The FCA’s new Consumer Duty
The number of customers turning to social media platforms to express their grievances reportedly tripled between 2017 and 2020 It is vital that organisations expand their use of social media channels to deliver a more effective customer experience. However, with the FCA’s new Consumer Duty regulation replacing Treating Customers Fairly, there is now an even […]
DOWNLOAD: 2021 Talkdesk global contact centre KPI benchmarking report
By Talkdesk At Talkdesk, we know the importance of benchmarking in driving strategic business decisions. Featuring our proprietary data, the brand new Talkdesk KPI benchmarking report analyzes the impact of the turbulence of 2020 on contact centre performance across five operational metrics applicable to every industry. What you will learn: – The importance and benefits […]
FREE DOWNLOAD: Digital Consumer Interaction Report
The IMImobile Digital Consumer Interaction Report presents findings into the customer service experiences and expectations of 1,000 UK consumers. Get inside the mind of today’s digital consumer and discover why 68% of consumers prefer messaging based customer service to phone or email. Download the report to help you verify that how you communicate, deliver services and […]
Guest Blog, Heather Richards: The ‘crystal ball’ of customer service…
If the US election result tells us anything, it’s that the ability to predict results is neither easy nor guaranteed. Any pollster or political commentator can now tell you that there’s a world of difference between what someone says and what they actually mean. It’s something that centre agents instinctively know to be true; customers can ask the same question in […]
‘Tipping point’ between traditional and digital service identified by Verint…
The results of a large-scale study of more than 24,000 consumers in 12 countries commissioned by Verint Systems Inc. has identified a ‘tipping point’ between digital and traditional customer service; indicating that, despite the rise in digital customer service channels and options, 79 per cent of consumers prefer ‘human touch’ to remain a part of […]
Industry Spotlight: Customer satisfaction in telecoms industry ‘on the up’, despite remaining the lowest ranked sector…
Continuing the ‘ongoing upward trend’ in satisfaction since 2011, overall customer satisfaction in the telecoms sector has reportedly increased in the last 12 months, according to the UK Customer Satisfaction Index (UKCSI) published by The Institute of Customer Service. The UKCSI, which analyses customer satisfaction levels across 13 ‘key’ industries, has given the UK telecoms sector a customer satisfaction rating of 72.9 out of […]
Report highlights ‘telephony’ self-service status in the UK market…
In the ninth installment of its ‘Inner Circle’ series focusing on subjects including; cloud-based contact centres, self-service, outbound & call blending, customer interaction analytics and PCI DSS compliance, findings of ContactBabel‘s ‘The Inner Circle Guide to Omnichannel Customer Contact’ report indicated that 32 per cent are currently offering a full ‘telephony’ self-service channel in the UK; with the platform becoming more prevalent in the utilities and finance sectors. Retail & distribution […]
