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Contact Centre Research

wfm digital channels contact centre survey results

Contact Centres Struggle With Planning Digital Channels

Most Contact Centres Support Multiple Languages

A third of callers too impatient to wait more than 1 minute

A Third of Callers Too Impatient to Wait More Than 1 Minute

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

How Popular Is Working From Home?

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

Debate Rages On About Whether Voicemails Count as Abandoned Calls

What KPI is the most valuable in improving NPS / CSAT?

The Most Valuable KPI to Improve NPS/CSAT

A graph depicting "Which CRM system do you use" 12% - Microsoft CRM Dynamics, 1% - Netsuite, 15% - Oracle, 9% - Salesforce, 6% - Right Now, 3% - Sugar CRM, 14% - SAP, 15% - In house, and 25% - Other

Contact Centres are Using a Wide Range of CRM Systems

How-many-knowledge-sources-do-your-agents-currently-use

Many Agents Can Use 4-5 Knowledge Bases When Supporting Customers

86% of Contact Centres Crave Empathy and Rapport Building Skills

Have-you-ever-been-offered-voice-training

80% of Contact Centre Professionals Have Never Been Offered Voice Training

How-much-background-noise-is-there-in-your-Call-Centre-Conversations

Most Contact Centres have lots of Background Noise in Conversations

20.What-challenges-do-you-face-in-improving-Quality-Monitoring-and-Performance-Management

Contact Centres Struggle to Measure Quality Monitoring Correctly

Multi-skill-or-single-skill

Multi-skill Best for Contact Centres

How-confident-are-you-that-your-Contact-Centre-could-cope-with-a-significant-increase-in-call-volumes

Over 30% of Contact Centres Would Not be Confident in Handling a Rise in Call Volumes

What-is-the-greatest-challenge-faced-by-contact-centre-supervisors-and-managers

Absenteeism is a Big Problem for Contact Centre Supervisors

A graph showing the answers to the question "Which KPIs do you measure" with the answers of 58%-first contact resolution, 48%-net promoter score, 18%-customer value, 15%- custoemr effort score, 71%- quality score

Quality Scores is the Most Measured Contact Centre KPI

What-is-your-most-effective-communication-channel

Phone is the Most Effective Communication Channel

Giving Recognition is the Best Way to Motivate Agents

1 in 5 Contact Centres Could Covert 30%+ of Their Traffic to Self Service

Contact Centres Love Using Wallboards

Card Security is Dealt with Pause and Resume Call Recordings

It is Most Common for an Agent to Address the Caller as Mr/Mrs…

Average Handling Time is not an Agent Target in 41% of Contact Centres

2015 survey report

White Paper: What Contact Centres Are Doing Right Now (2015 Edition)