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Contact Centre Research
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RECENT
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Excel Remains an Ever-Popular Forecasting Tool
46% of Contact Centres find it Very Difficult or Impossible to get Extra Budget
10-24% of Contact Volumes is Generally Made Up From Repeat Contacts
Only 8% of Contact Centres Survey Their Employees Monthly
86% of Contact Centres Crave Empathy and Rapport Building Skills
It is Most Common for an Agent to Address the Caller as Mr/Mrs…
55% of Contact Centres Don’t Provide Agents With Customers’ Channel History
Process Failures are the Main Reason for Repeat Calls
Contact Centres Love Using Wallboards
Most Contact Centres Support Multiple Languages
The Majority of Contact Centres Handle Their Calls Within Ten Minutes
Average Handling Time is not an Agent Target in 41% of Contact Centres
Card Security is Dealt with Pause and Resume Call Recordings
Over 60% of Contact Centres Measure First Call Resolution
What Contact Centres Are Doing Right Now (2014 Edition)
The Average Contact Centre Cost Per Call is £3.50
1 in 5 Contact Centres Could Covert 30%+ of Their Traffic to Self Service
Giving Recognition is the Best Way to Motivate Agents
An Agent Can Handle No More Than 3 Webchats at the Same Time
Quality Scores is the Most Measured Contact Centre KPI
Phone is the Most Effective Communication Channel
Absenteeism is a Big Problem for Contact Centre Supervisors
Contact Centres Struggle to Measure Quality Monitoring Correctly
Multi-skill Best for Contact Centres
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Editor's Pick
Hit the Ground Running! How to Help Your Agents Be Shift Ready
Want to Find Out How Happy Your Agents Really Are? Here’s How!
Kick-Start Your Next Team Engagement Day
10 Ways to Kick-Start Your Adherence Improvement Strategy