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Contact Centre Research
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Contact Centres are Using a Wide Range of CRM Systems
Measuring Agent Satisfaction Popular in Call Centres
Best Practice for Promoting Agents to Team Leaders
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The Average Contact Centre Handling Time (AHT) is Between 5-9 Minutes
Over 60% of Contact Centres Measure First Call Resolution
Analytics Is Most Promising for Identifying Pain Points and Root Cause
Spreadsheets Still Dominate the Quality Process
Multichannel Contact Centres: Voice Remains the Channel of Choice
Almost Half of Contact Centres Still Forecast Contact Volumes Manually
The Average Agent/Team Leader Ratio is less than 10
Knowledge Base Information Is Not as Accurate as It Could Be
Spreadsheets Still Dominate WFM
Most Contact Centres Use Platform Stats to Measure Agent Performance
Call Centre Workforce Management: 2020 Survey Results
How Popular Is Working From Home?
What Metrics Are Important to Contact Centres?
Absenteeism is a Big Problem for Contact Centre Supervisors
What Initiatives Are Contact Centres Using?
Which Shifts Are Contact Centres Using?
Call Centre Helper Releases Survey Research
Efficiency Rules the Roost
1 in 5 Contact Centres Have an Email Service Level of More Than One Day
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Kick-Start Your Next Team Engagement Day – With These Tried and Tested Activities
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The 7 Cs of Effective Communication
Improve Your CX Strategy – With These Clever Ideas From Bupa’s Contact Centre!
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Guide: Applying AI in Customer Service
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