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Contact Centre Research

Barriers to Your Dream Contact Centre

Barriers to Your Dream Contact Centre

What is Your Primary 2022 Priority?

Efficiency Rules the Roost

What is Your Biggest Scheduling Problem?

Forecast Volatility Is Causing Scheduling Havoc

What Equipment do You Use for Forecasting and Scheduling?

Spreadsheets Still Dominate WFM

Over the Next 5 Years, Which Trend Will Have the Biggest Impact on Contact Centres?

AI Is Set to Take Hold of Contact Centres

On a Scale of 1 - 5, How Accurate is the Information Within Your Knowledge Base?

Knowledge Base Information Is Not as Accurate as It Could Be

As Part of Your Knowledge Management Strategy, Have You…?

Advisors Are a Key Part of Knowledge Creation

What are the Greatest Challenges in Managing Your Knowledge Base?

Finding Information Quickly Is the Biggest Challenge

How are Digital Channels Managed with Your WFM Solution?

Half of Contact Centres Manually Forecast Digital Channels

Where Would You Like to See Video Used in Future Contact Centres?

Video Has a Mainstream Future

The Future of Call Centres - Remote or Hybrid?

The Future of Call Centres – Remote or Hybrid?

Companies Prioritise Customer Service Over Sales When Monitoring Conversations

Customer Service Prioritised Over Sales When Monitoring Conversations

Christmas Planning Poll Featured Image

Have You Started Your Christmas Planning Yet?

Increasing AHT to Help Improve FCR

Increasing AHT to Help Improve FCR

Used Headsets Poll Featured Image

58% of People Would Accept Used Headsets

How Do You Operate Induction Training? Cover

How Do You Operate Induction Training?

how many screens (monitors) do your agents use? Cover

Two Is the Magic Number

2014 survey report

What Contact Centres Are Doing Right Now (2014 Edition)

How Do You Calculate ROI In Your Contact Centre? Poll Cover

Shocking Number Failing to Measure ROI in the Contact Centre

Most Important Measure of Success

Customer Satisfaction Now the Most Important Measure of Success

Contact Centre or Call Centre? Which do you prefer?

81% of People Prefer Contact Centre to Call Centre

How many applications do your agents use to help a customer

51% Use 3-4 Applications to Help a Customer

2020 Survey Report: Is Your Contact Centre Delivering Exceptional Customer Service?

General Customer Service Findings: 2020 Survey Results

22 Survey Cover What Is Your Biggest Scheduling Problem?

What Scheduling Problems Are Contact Centres Facing?