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Contact Centre Research
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How Do Your Attrition Rates Compare?
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The Most Valuable KPI to Improve NPS/CSAT
58% of People Would Accept Used Headsets
Which Is Better as a Communication Channel?
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Agents Have Trouble Accessing Knowledge for Work
Increasing AHT to Help Improve FCR
Almost Two-Thirds of Contact Centres Understaffed
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Measuring Agent Satisfaction Popular in Call Centres
Contact Centres Are Primarily Voice
Customer Service Prioritised Over Sales When Monitoring Conversations
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The Future of Call Centres – Remote or Hybrid?
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Video Has a Mainstream Future
There Are Three Clear Knowledge Base Benefits
Half of Contact Centres Manually Forecast Digital Channels
Finding Information Quickly Is the Biggest Challenge
Advisors Are a Key Part of Knowledge Creation
Customer Patience Appears to Be at an All-Time Low
Knowledge Base Information Is Not as Accurate as It Could Be
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Contact Centre Reports, Surveys and White Papers
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Editor's Pick
Hit the Ground Running! How to Help Your Agents Be Shift Ready
Want to Find Out How Happy Your Agents Really Are? Here’s How!
Kick-Start Your Next Team Engagement Day
10 Ways to Kick-Start Your Adherence Improvement Strategy