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Contact Centre Research
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Just 4% of Contact Centres Are Using Speech Analytics
The Best Methods of Communication to Drive Employee Engagement
Customer Service Prioritised Over Sales When Monitoring Conversations
86% of Contact Centres Crave Empathy and Rapport Building Skills
Trends in Contact Centre Initiatives
Giving Recognition is the Best Way to Motivate Agents
Customer Experience in Contact Centres: 2020 Survey Results
The Average Customer Lifetime Value is over £1000
Spreadsheets do not Replace WFM for Forecasting
Two Is the Magic Number
Most Contact Centres Still Don’t Measure Customer Emotion in Their Metrics
Nearly Three Fifths of Contact Centres Incentivise “Going the Extra Mile”
55% of Contact Centres Don’t Provide Agents With Customers’ Channel History
20% of Contact Centres Update Their Customer Journey Maps Monthly
The Majority of Contact Centres Now Have a VoC Program
Most People Prefer the Name Contact Centre over Call Centre
Quality Scores is the Most Measured Contact Centre KPI
Only 8% of Contact Centres Survey Their Employees Monthly
Most Customer Service Budgets are not Increasing
20% of Contact Centres have a team to Respond Immediately to Complaints
Most Contact Centres Do Not Measure Emotion in Their Metrics
Speech Analytics in the Contact Centre: 2020 Survey Results
Video Has a Mainstream Future
Which Is Better as a Communication Channel?
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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
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