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Research

Some of the research that members of the forum have been involved with are listed below. If you are logged in, then click on one of the links to view the content associated with each report.

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Six tips from Intelecom for putting excellence back into the customer experience

Klaas van der Leest, Managing Director, Intelecom UK Ltd, shares his top six tips for keeping customers happy in today’s contact centres

Author: IntelecomUk

The Inner Circle Guide to Self-Service

The definitive guide to the future of intelligent automated customer service, whether via mobile, web, IVR, speech or social channels.

Author: ContactBabel
Headline report findings include:
• A phone call handled by IVR self-service costs an average of 65p, 6 times less than a live call - and also significantly less than an email or web chat
• UK businesses could save £3bn each year through automating their customer identification and security processes
• Virtual web-service agents can deflect 25% of calls, and 50% of emails

Customer service in the UK, a review of 2013 and predictions for 2014

Author: Institute of Customer Service
Trends for 2014
Looking back over 2013 and forward through 2014 we released a special report at the beginning of the year, sharing our thoughts on what the big issues for customer service have been and will be this year. For both public and private organisations, 2013 brought a combination of improving trading conditions, revelations about poor business practises and a shift of power towards the consumer as technology provided new and more effective tools for customers to have their say.

In 2014 customer service will be key to growth as the economy recovers. Companies that understand the importance of customer service as a strategic business tool will gain market share at the expense of those that don’t. We predict that customer service will become a more influential driver of growth in a recovering economy. New technology will prevail as big data, social media and mobile promise to revolutionise and encourage a new and more focused business approach to customer service in 2014. At the same time, trust will grow in importance, placing more emphasis on employees’ customer service skills. Download the full trends report for free

UKCSI January 2014 the state of Customer Satisfaction in the UK

Author: Institute of Customer Service

Deploying Customer Service in the Cloud

Author: Ovum
This white paper from Ovum, and sponsored by Oracle, is a business guide for customer service executives and managers who have already made the decision to deploy customer service in the cloud but need further insight into the best practices for how to do so successfully.
It deals with four phases: implementation, consolidation, optimisation and transformation.

IDS Pay and Conditions in Call and Contact Centres 2013

Author: Incomes Data Services
Provides you with a detailed picture of pay, benefits and working conditions for call centre staff throughout the UK. By far the most comprehensive and up-to-date source of information available for the industry, it is the only resource you need to accurately benchmark your pay arrangements and stay ahead of your competitors.

Key Trends in IT Recruitment Q2 2013

Author: Business Advisor HR

Global Contact Centre Benchmarking Report Now Available

Author: Dimension Data
See articles below for your information.

GLOBAL CONTACT CENTRE BENCHMARKING REPORT 2013/2014 SUMMARY

GENERATION Y SAYS GOODBYE TO THE TRADITIONAL PHONE

STRATEGY AND DEVELOPMENT

Home Working and the Contact Centre

Author: Plantronics

UKCSI July 2013 the state of customer satisfaction in the UK

Customer service is central to the success of the UK economy. With around 75% of GDP generated from the service sector, the UK’s ability to deliver consistently excellent customer service infl uences not just domestic consumer behaviour, but also global economic competitiveness. The state of customer satisfaction in the UK is therefore an important indicator of economic health and business performance. UKCSI (UK Customer Satisfaction Index) is the national measure of customer satisfaction. It is based on an online survey of customers, geographically and demographically representative of the UK population. The July 2013 UKCSI includes over 30,000 responses from at least 9,000 individual customers.

Author: Institute of Customer Service

Small And Mid-Sized Contact Centres

ALL-In-One Contact Centres For Today's Customer Experience Initiatives

Author: Genesys for Call Centre Helper

The 6 secrets you need to know about multi-channel

Meeting the Multi-Channel Challenge

Author: Vocalcom

A Whitepaper for NewVoiceMedia

Why Customer Insight Matters to Every Customer Service Leader

Author: Martin Hill-Wilson

 

Managing & Supporting Employees Experiencing Domestic Abuse

Author: Equality & Human Rights Commission - A Guide for Employers March 2013

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