RXP And Foviance Study Reveals Retail Industry Is Failing To Embrace Multi-Channel Selling
Foviance, digital customer experience consultant, and call centre management consultant RXPerience, today unveil the results of a ground-breaking study into multi-channel selling in the UK. The study reveals that only a handful of retailers are managing to integrate their various sales channels effectively, and provide a consistent level of customer service across channels.

Author: RXPerience

Published: 4/7/2008

E-Commerce Satisfaction Soars in American Customer Satisfaction Index
Big Gains for E-Retail and Online Brokerage Despite Slowing Economy, While Big 3Travel Aggregators Slip, Says ACSI Partner ForeSee Results

Author: American Customer Satisfaction Index

Published: 3/10/2008

Survey Demonstrates that High-Value Consumers Channel-Hop Between Web, Store And Contact Center
Sterling Commerce Survey Highlights the Importance of Cross-Channel Execution as Consumers “Channel-hop” between Web, Store and Call Center

Author: Sterling Commerce

Published: 2/27/2008

Customers Happier With Service Says Survey
A study carried out by the Institute of Customer Service asked more than 6,000 people to rate how well or how badly companies and organisations in 12 key sectors perform. They focused on customer priorities such as complaint handling, professionalism, quality, delivery time and competence and friendliness of staff. The results show a welcome increase.

Author: Institute of Customer Service (ICS)

Published: 2/1/2008

New Statistics Show Opinion Splits Amongst Service Leaders
Attendees ranging from Regional Directors to General Managers and National Managers were polled for their opinions on issues including IR laws, offshoring, technology, and Australia’s ability to compete for business in the regional market.

Author: Michael Meredith, Australian Teleservices Association

Published: 1/24/2008

UK Oracle User Group Announces 2007 Customer Survey Results
UK Oracle User Group (UKOUG), an independent not for profit membership organisation created to support Oracle stakeholders, has issued the findings from its 2007 customer survey.

Author: Oracle

Published: 1/17/2008

One Approach To Competing In The ContactCenterWorld.com Awards
Bell Canada has adopted an internal practice of having it's agents, leaders, supervisers and contact centers vye for the right to compete on behalf of their company at the upcoming ContactCenterWorld.Com Regional Awards. They are running an internal awards program to help decide who is the best candidate to represent their company on a regional stage.

Author: Barbara Blondeau, Bell Canada

Published: 1/11/2008

Green Data Centres Are Far From A Reality For European And US Companies
European businesses are overtaking the US in the drive for greener data centres. A recent survey by ONStor, a provider of scalable clustered NAS solutions for the enterprise, has shown shocking statistics demonstrating that European businesses are lacking in effort when it comes to "greening" their data centres.

Author: Jared Foley, ONStor

Published: 1/3/2008

Almost Half Of Owners/ Managers Of UK Businesses Say Women Are Unfairly Represented In The Boardroom
Almost half (48 per cent) of owners/managers surveyed believe women are still unfairly represented in UK boardrooms, with more women (62 per cent), than men (39 per cent) commenting that this was the case. This is according to Sage's latest Heartbeat survey conducted amongst its customers.

Author: Jonathan Dolby, YouGov

Published: 12/31/2007

UK Organisations Fail 2007 Customer Service Test
Telecoms, Insurance, Consumer Electronics, Grocers and Utilities among worst web performers

Author: Chris Measures, Transversal

Published: 12/28/2007

Genesys' Global Research Survey Reveals Optimised Customer Service is Becoming a Key Priority to Improve the Customer Experience
Genesys' Global Research Survey Reveals Optimised Customer Service is Becoming a Key Priority to Improve the Customer Experience

Author: Duncan Burford, Genesys

Published: 12/27/2007

Esker Survey: Varying Customer Preference for Invoice Delivery Straining Operational Efficiency
Although increasing use of email for invoices is providing benefits, lack of automation and lingering customer demand for traditional formats is still sapping resources

Author: Esker Company, Esker

Published: 12/11/2007

Tired Of Over Promises And Under Delivery? Don't Stand For It! Join The Tens Of Thousands Who Don't
ContactCenterWorld.com has been sharing industry secrets with a global audience and pushing for better industry standards since its creatin in 1999. Part of what we are doing to try and make things better has been the introduction of an unbiased awards program which begain in 2003.

Author: Raj Wadhwani, ContactCenterWorld.com

Published: 12/4/2007

Survey Finds Fortune 500 Companies Lose C. $250 Million Per Year From Poor Business Intelligence
The following Contact Center Industry Research was conducted by Dynamic Markets and points out that there are some serious shortcomings with Business Intelligence. Fortune 500 companies are in essence, throwing money down the drain because of a lack of Business Intelligence and most of them don't even know why.

Author: Dynamic Markets

Published: 11/28/2007

The UK Contact Centre Operational Review (5th edition - 2007)
The UK Contact Centre Operational Review (5th edition - 2007) is a study of the performance, operations, technology and HR aspects of 211 UK contact centre operations. The following industry research is a section that deals with contact centre agent attrition.

Author: Steve Morrell, ContactBabel

Published: 11/26/2007