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Contact Centre Research
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The Majority of Contact Centres Now Have a VoC Program
Just 60% of Organisations Are Considered to be Good at Building Rapport
20% of Contact Centres Update Their Customer Journey Maps Monthly
Most Contact Centres Still Don’t Measure Customer Emotion in Their Metrics
Just 4% of Contact Centres Are Using Speech Analytics
Nearly Three Fifths of Contact Centres Incentivise “Going the Extra Mile”
Most Contact Centres Use Platform Stats to Measure Agent Performance
Most Contact Centres Do Not Measure Emotion in Their Metrics
More Than Half of Contact Centres Are Looking to Deploy Speech Analytics
Contact Centres Prioritise Quality and Performance Speech Analytics
Over a Quarter of Customer Contacts are Low Quality
Contact Centres Aren’t Adapting Self-Service Systems After Installation
2018 Survey Report: What Contact Centres Are Doing Right Now
2019 Survey Report: What Contact Centres Are Doing Right Now
Benchmark Your Contact Centre With Our New, Industry-Leading Report
New Survey Reveals Surprising Insights Into the Contact Centre Industry
Full-Time Workers Are Not the Most Productive
General Contact Centre Findings: 2020 Survey Results
Customer and Contact Centre Trends: 2020 Survey Results
Speech Analytics in the Contact Centre: 2020 Survey Results
Contact Centre Cloud Technology: 2020 Survey Results
Call Centre Helper Releases Survey Research
Changing Business Perceptions of the Contact Centre
Trends in Contact Centre Initiatives
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From Chaos to Control! Why Contact Centres Are Prioritizing WFM Solutions
Proven Ways to Maintain Fairness in the Contact Centre
Get Ahead of KPI Fluctuations in Your Contact Centre
Can AI Really Handle Customer Complaints?
