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Contact Centre Research
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Most Contact Centres Monitor Less Than Six Calls Per Agent Every Month
Customer Satisfaction is Deemed the Most Important Measure of Success
Over 30% of Contact Centres Would Not be Confident in Handling a Rise in Call Volumes
The Average Contact Centre Handling Time (AHT) is Between 5-9 Minutes
Call Arrival Patterns has the Greatest Impact Upon Forecast Accuracy
Most Contact Centres have lots of Background Noise in Conversations
Most People Prefer the Name Contact Centre over Call Centre
Spreadsheets do not Replace WFM for Forecasting
80% of Contact Centre Professionals Have Never Been Offered Voice Training
Contact Centres are Asking Agents to Help Customers on More Than Ten Apps
Many Agents Can Use 4-5 Knowledge Bases When Supporting Customers
Contact Centres are Using a Wide Range of CRM Systems
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