Revealed: The most in-demand CX solutions for 2024/25
Customer Journey Management, Customer Insights and Customer Satisfaction top the list of solutions the UK’s customer experience professionals are sourcing for 2024/25, according to our exclusive research. The findings have been revealed ahead of the CX Solutions Summit, which takes place on October 17th in London. Delegates registering to attend the event are asked which […]
Revealed: The most in-demand contact centre solutions for 2024/25
Artificial Intelligence, Call Centre Technology and Agent Coaching & Monitoring top the list of solutions the UK’s leading industry professionals are sourcing for 2024/25, according to our exclusive research. The findings have been revealed ahead of the Contact Centre & Customer Services Summit, which takes place on September 9th & 10th in London. Delegates registering […]
RESEARCH: Only 14% of customer service issues are fully resolved in self-service
Only 14% of customer service and support issues are fully resolved in self-service – even for issues that customers describe as “very simple”, only 36% resolve fully in self-service. While many organizations have made considerable investments in self-service capabilities, a Gartner survey of 5,728 customers conducted in December 2023 revealed that resolution rates remain low. “While […]
Two-thirds of public would prefer companies didn’t use AI for customer service
Sixty-four percent of customers would prefer that companies didn’t use artificial intelligence (AI) in their customer service. That’s according to a survey by Gartner, which found that 53% of customers would consider switching to a competitor if they found out a company was going to use AI for customer service. A Gartner survey of 5,728 […]
Contact centres ‘facing a perfect storm of challenges’
A new report from MaxContact has unveiled what it calls the ‘stark realities facing UK contact centres in 2024’, with agents battling soaring workloads as the industry grapples with the emerging impact of AI technologies. The “2024 UK Contact Centre KPI Benchmarking Insights Report”, based on a survey of 500 contact centre leaders working in sales, debt […]
AI increasing playing support role in contact centres
New research from Talkdesk indicates that amid surging inbound call volumes in 2023, AI is helping organisations improve speed to answer and maintain service levels. The proprietary global data from its Global Contact Center Key Performance Indicator (KPI) Benchmarking report — gathered from across a wide range of industries, company sizes, and locations in 2023 […]
Demand for cloud-based contact centres to hit $86.4bn this decade
The Cloud-based Contact Center Market is projected to grow from $6.2 billion in 2024 to $86.4 billion by 2029, equivalent to a compound annual growth rate (CAGR) of 26.9%, driven by demand for omnichannel communication, support for remote workforce enablement and faster adoption of AI/automation. That’s according to a new report by MarketsandMarkets, which also […]
Contact centre solutions: 2024 buying trends revealed
Artificial Intelligence, Call Centre Technology and Agent Coaching & Monitoring and top the list of solutions the UK’s leading industry professionals are sourcing in 2204, according to our exclusive research. The findings have been revealed ahead of the Contact Centre & Customer Services Summit, which takes place on April 29th & 30th in London. Delegates […]
Are these the Top 3 priorities for customer service leaders in 2024?
Reimagining self-service, piloting employee-facing GenAI, and exploring new offerings in the customer journey analytics (CJA) market will be top priorities for customer service and support leaders in 2024, according to Gartner. A Gartner survey of 246 customer service and support leaders conducted September through October 2023 revealed service and support leaders’ priorities for the coming […]
Two thirds of digital experiences are damaged by outdated technology
Nearly two thirds (63%) of ‘digital experience’ professionals say their experiences are being let down by poor and outdated technology. That’s according to FullStory research based on surveys 700 professionals responsible for building customer experiences online, including product teams, marketers and UX professionals. The global survey spans the USA, Germany, The Netherlands, Australia, Singapore, Indonesia […]
