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Insight Category: Research

Balancing Fighting Fraud with Customer Experience

Stelize Wednesday 9 September No Comments

Is it possible to minimise friction while maximising protection? According to UK Finance, in 2022 £1.2bn was lost by UK consumers to fraud. Every contact centre must implement security measures…

Unleashing Frontline Engagement and Productivity

Stelize Tuesday 9 September No Comments

74% of frontline contact centre colleagues are happy in their jobs – but one third of advisors intend to quit, according to our latest research. Effective customer service delivery relies…

Implications of the Rising Cost of Living on Customer Contact

Gareth Friday 6 June No Comments

The repercussions of the rapidly rising cost of living are being keenly felt in contact centres. The increasing need for customer support is evident: with two out of three customers…

Voice of the Contact Centre Consumer 2023

Gareth Friday 2 February No Comments

Discover 2026’s research here. Documenting a period of profound change The impact of economic pressures on consumers is being expressed in a downward turn in perceptions of customer service. Emotions…

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