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Contact Centre Research

How-many-calls-do-you-monitor-per-agent-per-month

Most Contact Centres Monitor Less Than Six Calls Per Agent Every Month

A graph showing the answers to the question "Which is the most important measure of success for you" with the answers of 7%-customer effort score, 23%-first contact resolution, 47%-customer satisfaction, 11%-net promoter score, 12%- average handle time

Customer Satisfaction is Deemed the Most Important Measure of Success

How-confident-are-you-that-your-Contact-Centre-could-cope-with-a-significant-increase-in-call-volumes

Over 30% of Contact Centres Would Not be Confident in Handling a Rise in Call Volumes

Average Handling Time Poll

The Average Contact Centre Handling Time (AHT) is Between 5-9 Minutes

A graph showing the answers to the question "Which factor most affects your forecast accuracy" with the answers of 26%-the weather, 23%-mailings, 21%-marketing, 3%-disasters, 27%-call arrival patterns

Call Arrival Patterns has the Greatest Impact Upon Forecast Accuracy

How-much-background-noise-is-there-in-your-Call-Centre-Conversations

Most Contact Centres have lots of Background Noise in Conversations

Contact-Centre-or-Call-Centre

Most People Prefer the Name Contact Centre over Call Centre

What-software-do-you-use-for-forecasting

Spreadsheets do not Replace WFM for Forecasting

Have-you-ever-been-offered-voice-training

80% of Contact Centre Professionals Have Never Been Offered Voice Training

How-many-applications-do-your-agents-use-to-help-a-customer

Contact Centres are Asking Agents to Help Customers on More Than Ten Apps

How-many-knowledge-sources-do-your-agents-currently-use

Many Agents Can Use 4-5 Knowledge Bases When Supporting Customers

A graph depicting "Which CRM system do you use" 12% - Microsoft CRM Dynamics, 1% - Netsuite, 15% - Oracle, 9% - Salesforce, 6% - Right Now, 3% - Sugar CRM, 14% - SAP, 15% - In house, and 25% - Other

Contact Centres are Using a Wide Range of CRM Systems

Contact Centre Reports, Surveys and White Papers

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Contact Centre Reports, Surveys and White Papers

Invites to Webinars & Events

Weekly Newsletter

Scorebuddy QA Platform on G2 box

Editor's Pick

Thumbnail The Best Ways to Track Absence in the Contact Centre

The Best Ways to Track Absence in the Contact Centre

Thumbnail Contact Centre Predictions for 2025

Contact Centre Predictions for 2025

Thumbnail 10 Christmas Office Games to Motivate Your Team

10 Christmas Office Games to Motivate Your Team

Thumbnail Stop Doing These Stupid Things to Your Customers

Stop Doing These Stupid Things to Your Customers

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Hot Topics : CX - CCaaS - AI - Analytics - WFM

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