Consumers love messaging for customer care… but hate its experience silo
Consumers love the convenience of messaging but ‘struggle mightily’ with its experience silo, according to a new study. Conducted by YouGov on behalf of eGain, the survey was based on responses from 1,777 consumers in the US and UK who messaged a business for customer service in the last 12 months. When asked about their […]
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 […]
UK customers now contact brands nearly half a billion times every month
Research has highlighted the growing volume of consumer queries that UK brands now need to handle, and the increasing cost this imposes on companies – estimated at £1.227 billion. The average UK consumer now contacts organisations nine times per month, according to research undertaken as part of the 2018 Eptica Customer Experience Automation Study. Across the […]
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 […]
12 point guide for contact centres struggling with GDPR
Semafone has created a guide for contact centres to help them comply with the EU General Data Protection Regulation (GDPR). The guide was compiled with the help of four industry experts specialising in data security, GDPR, and contact centre technology and offers practical advice summarised in a 12 step path to compliance. Semafone cites research from […]
