Tag: analytics

Happy contact centre agents lead to happier customers

A recent study by Intradiem has revealed that 97% of contact centre leaders believe agent tenure directly impacts customer satisfaction (CSAT), with 46% reporting that longer-tenured agents tend to achieve higher CSAT scores. The study highlights the critical role of...

Half of employers overlook tailored benefits for gender and age groups

A survey by Towergate Health & Protection showed that although 76% of employers receive requests for more tailored benefits, nearly half (44%) still offer the same perks to all employees, regardless of age, lifestyle, or risk factors. In addition, 40%...

60% of candidates embrace AI in recruitment as speed becomes a top priority

According to Bullhorn’s recent report, over 60% of job seekers feel comfortable with artificial intelligence managing the entire recruitment process, from job matching to onboarding, even including interviews. This demonstrates a growing acceptance of AI technology in hiring, especially when...

One in three workers want AI banned

According to a recent survey by Cypher Learning, one in three (33%) workers want AI banned from the workplace, and 45% are worried about AI’s impact on their job security. The study, which surveyed workers from the UK, the US,...

Only 45% of workers have flexibility in their schedules

Research from Personio reveals that only 45% of workers feel they have the flexibility to work at times they prefer, showing a gap between employee expectations and company practices. The report also showed that only 57% are satisfied with their...

91% of consumers say customer service is key in choosing healthcare insurance

A recent Talkdesk survey has revealed that 91% of consumers consider the quality of customer service as a crucial factor in their decision to either stay with their current healthcare insurance provider or switch to a new one. “The fact that...

Frustration grows as 43% of customers can’t find answers in self-service

According to a recent Gartner survey, although many companies have invested in these capabilities, only 14% of customer service and support issues are fully resolved through self-service. The report revealed that even for “very simple” problems, only 36% of customers...

Only 33% of employees feel EVP promises are delivered, so what’s holding companies back?

A recent Gartner survey revealed that only 33% of employees say their organization delivers on the promises made in its employee value proposition (EVP). The research highlights a growing disconnect between companies’ efforts to enhance EVP and employee perceptions. “Organizations are...

Retailers prepare for early Halloween demand as spending hits $11.6 billion

Halloween shopping starts even earlier this year, with 47% of US consumers making purchases before October, according to the National Retail Federation’s (NRF) annual survey. The survey shows a 37% increase in early shoppers compared to five years ago. Overall, Halloween...

Over 50% of employees urge companies to respect work-life boundaries amid growing stress

A recent report by Protime revealed that 67% of employees feel unable to disconnect from work fully, emphasising the blurred boundaries between personal and professional life. Even though 93% of employees highlight the importance of a healthy work-life balance for their well-being,...