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Contact Centre Research
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What Scheduling Problems Are Contact Centres Facing?
What Are the Most Popular Methods to Gather Customer Feedback?
Shocking Number of Agents Being Sexually Harassed by Callers
What Do Customers Want From Contact Centres?
How Often Do You Ask for a Post-Contact Survey?
Which Shifts Are Contact Centres Using?
Are Low Wages the Only Reason for High Attrition Rates?
How Many Call Centres Are Missing a Customer Access Strategy?
What Metrics Are Important to Contact Centres?
Are Agent Notes Capturing the Full Story?
Missing Opportunities With Voice of the Customer Data
Shocking Number Failing to Measure ROI in the Contact Centre
What Contact Centre Channels Are Used Most?
Leadership vs. Management: Is One a Subset of the Other?
The Impact of Accents
What’s Your Most Important Telephony KPI?
Two Is the Magic Number
What Technology Is Being Used in Contact Centres?
How Do You Operate Induction Training?
Best Practice for Promoting Agents to Team Leaders
What Is Your Average Turnover Rate (Voluntary + Involuntary)?
What Initiatives Are Contact Centres Using?
What Percentage of Your Customers Use a Digital Channel?
The Importance of Caller ID
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Contact Centre Reports, Surveys and White Papers
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Editor's Pick
Ease Agent Stress – With These 15 Top Tips!
Need to Reduce Absence in Your Contact Centre? Here’s How!
21 Top Tips to Improve Your Agent Onboarding
How to Write a Standard Operating Procedure (SOP)