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Contact Centre Research

Contact Centre Initiatives

Trends in Contact Centre Initiatives

What Is Your Average Turnover Rate (Voluntary + Involuntary)? Featured Image

What Is Your Average Turnover Rate (Voluntary + Involuntary)?

Christmas Planning Poll Featured Image

Have You Started Your Christmas Planning Yet?

2020 spring survey report

2020 Survey Report: Is Your Contact Centre Delivering Exceptional Customer Service?

On Average How Long do Your Callers Wait Before Abandoning?

Customer Patience Appears to Be at an All-Time Low

An image of a clock and a calendar representing shift patterns

Contact Centre Shift Patterns: The Latest Findings

which one is most important to you and the Senior Team in telephony featured image poll

What’s Your Most Important Telephony KPI?

2022 What Contact Centres Are Doing Right Now Shift Patterns Graph Cover

Which Shifts Are Contact Centres Using?

How many applications do your agents use to help a customer

51% Use 3-4 Applications to Help a Customer

2020 Survey Report: Is Your Contact Centre Delivering Exceptional Customer Service?

Customer Experience in Contact Centres: 2020 Survey Results

2023 Survey Contact Centres Not Supporting Vulnerable Customers

Many Contact Centres Not Supporting Vulnerable Customers

The Average Contact Centre Cost Per Call is £3.50

2020 autumn survey report

2020 Survey Report: What Contact Centres Are Doing Right Now

SFA Technology Value Matrix 2024

Who Leads the SFA CRM Space in 2024?

What Equipment do You Use for Forecasting and Scheduling?

Spreadsheets Still Dominate WFM

What Impact Does Analytics Have on Your CX Strategy and Decision Making?

Analytics Is Most Promising for Identifying Pain Points and Root Cause

How-many-applications-do-your-agents-use-to-help-a-customer

Contact Centres are Asking Agents to Help Customers on More Than Ten Apps

How Do You Operate Induction Training? Cover

How Do You Operate Induction Training?

What are the staffing levels like in your contact centre

Almost Two-Thirds of Contact Centres Understaffed

Artificial Intelligence (AI) Chapter Cover 2023

Research Insights – Where Are Contact Centres on Their AI Journey?

How are Digital Channels Managed with Your WFM Solution?

Half of Contact Centres Manually Forecast Digital Channels

how often do you think that the notes agents take don't tell the story well enough?

Are Agent Notes Capturing the Full Story?

What Percentage of Your Customers Use a Digital Channel? Poll Cover

What Percentage of Your Customers Use a Digital Channel?

2020 Survey Report: Is Your Contact Centre Delivering Exceptional Customer Service?

Contact Centre Metrics: 2020 Survey Results