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Contact Centre Research
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Advisors Are a Key Part of Knowledge Creation
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Contact Centre Metrics: 2020 Survey Results
1 in 5 Contact Centres Could Covert 30%+ of Their Traffic to Self Service
White Paper: What Contact Centres Are Doing Right Now (2015 Edition)
2021 Survey Report: What Contact Centres Are Doing Right Now
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Customer Satisfaction is Deemed the Most Important Measure of Success
Process Failures are the Main Reason for Repeat Calls
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Who Leads the SFA CRM Space in 2024?
How Do You Operate Induction Training?
The Average Customer Churn Rate is 20%
Just 60% of Organisations Are Considered to be Good at Building Rapport
How Well Are Contact Centres Managing Advisor Experience & Engagement? – Research Insights
White Paper: How Contact Centres Are Delivering Exceptional Customer Service (2016 Edition)
Chatbots’ Reputation in the Gutter
2020 Survey Report: What Contact Centres Are Doing Right Now
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Kick-Start Your Next Team Engagement Day – With These Tried and Tested Activities
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Improve Your CX Strategy – With These Clever Ideas From Bupa’s Contact Centre!