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Contact Centre Research

Workforce Management (WFM) Chapter Cover 2023

Research Insights – What’s Changing in Workforce Management?

Best Practice for Promoting Agents to Team Leaders Cover

Best Practice for Promoting Agents to Team Leaders

2016 spring survey report

White Paper: How Contact Centres Are Delivering Exceptional Customer Service (2016 Edition)

How-many-calls-do-you-monitor-per-agent-per-month

Most Contact Centres Monitor Less Than Six Calls Per Agent Every Month

22 Survey Cover What Do Your Customers Value Most?

What Do Customers Want From Contact Centres?

On Average How Long do Your Callers Wait Before Abandoning?

Customer Patience Appears to Be at an All-Time Low

Quality Assurance (QA) Chapter Cover 2023

How Well Are Contact Centres Managing Quality Assurance?

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

Contact Centre Metrics: 2020 Survey Results

Should a Customer Leaving a Voicemail Message Count as an Abandoned Call?

Debate Rages On About Whether Voicemails Count as Abandoned Calls

Any contact centre leaders here notice their workers have trouble accessing knowledge for work, especially in a hybrid/remote workplace?

Agents Have Trouble Accessing Knowledge for Work

A graph illustrating How First Contact Resolution is Measured: 39% don't measure it, 13% use a post call survey, 15% measure repeat contact reasons in crm, 24% ask the customer, 28% have no repeat calls in a given time frame

Over 60% of Contact Centres Measure First Call Resolution

Poll Graph Cover - how many emails per agent per hour

15% of Contact Centres Expect Agents to Handle More Than 11 Emails per Hour

Graph answering the question "In your contact centre, which age group are the easiest to motivate?" with the answers of 36%- 16 to 24 yrs, 40%- 25 to 34 years, 17%- 35 to 44yrs, 7%- 45yrs plus.

25–34 Year Olds are The Easiest Advisors to Motivate

2021 CCH Survey Results Headsets Chapter

Contact Centre Headsets: Survey Results

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

Which Shifts Are Contact Centres Using?

22 Survey Cover What Initiatives Do You Currently Have in the Contact Centre?

What Initiatives Are Contact Centres Using?

22 Survey Cover On Average, How Often do Your Home Workers Work From Home?

How Popular Is Working From Home?

Wellbeing and DE&I Questions Cover from General Section of 2023 Survey

Industry Stepping Up With Wellbeing and DE&I Strategies

‘Is sexual harassment of call centre operatives (from callers) a big issue?’ poll cover

Shocking Number of Agents Being Sexually Harassed by Callers

2020 autumn survey report

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 Do You Share the Call Centre With the Rest of the Company? poll cover

How Call Centres Are Being Shared With the Wider Company