Contact Centre Research

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RECENT
POPULAR
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
Most Contact Centres Support Multiple Languages
2015 survey report
White Paper: What Contact Centres Are Doing Right Now (2015 Edition)
55% of Contact Centres Don’t Provide Agents With Customers’ Channel History
Only 8% of Contact Centres Survey Their Employees Monthly
10-24% of Contact Volumes is Generally Made Up From Repeat Contacts
46% of Contact Centres find it Very Difficult or Impossible to get Extra Budget
Excel Remains an Ever-Popular Forecasting Tool
Most Customer Service Budgets are not Increasing
38% of Industry Professionals Have NEVER Called Their Own Contact Centre
Almost 20% of Contact Centre Mangers Problem Solve Once a Month
Most Contact Centre Managers Call Their Own Contact Centre Every Month
10% of contact centres never schedule training
20% of Contact Centres have a team to Respond Immediately to Complaints
The Average Customer Lifetime Value is over £1000
Less Than 20% of Contact Centres Calculate Customer Effort
2016 autumn survey report
White Paper (2016 Edition): What Contact Centres Are Doing Right Now
Only 2% of Advisors Have Great Levels of Rapport and Empathy
Less Than Half of Contact Centres Measure First Contact Resolution
More Than Half of Contact Centres Send ‘No-Reply’ Emails to Customers
 
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