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Contact Centre Research
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RECENT
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25–34 Year Olds are The Easiest Advisors to Motivate
Contact Centre Headsets: Survey Results
Which Shifts Are Contact Centres Using?
What Initiatives Are Contact Centres Using?
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Industry Stepping Up With Wellbeing and DE&I Strategies
Shocking Number of Agents Being Sexually Harassed by Callers
2020 Survey Report: What Contact Centres Are Doing Right Now
Almost Half of Contact Centres Still Forecast Contact Volumes Manually
1 in 5 Contact Centres Have an Email Service Level of More Than One Day
2019 Survey Report: Is Your Contact Centre Delivering Exceptional Customer Service?
How Call Centres Are Being Shared With the Wider Company
Customer Experience in Contact Centres: 2020 Survey Results
The Average Customer Churn Rate is 20%
What Technology Is Being Used in Contact Centres?
Survey Results: The Most Important Customer Service Skills
How Many Call Centres Are Missing a Customer Access Strategy?
Are Low Wages the Only Reason for High Attrition Rates?
The Importance of Caller ID
Measuring Agent Satisfaction Popular in Call Centres
Analytics Is Most Promising for Identifying Pain Points and Root Cause
Are Agent Notes Capturing the Full Story?
The Most Important Contact Centre Metrics
Think Webchat is 30% Cheaper Than a Phone Call? Think Again
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Which Soft Skills Do CX Leaders Really Need?
