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Contact Centre Research
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Only 12% of Contact Centres Utilizing Wellbeing Technology
Self-Service Most Cost-Effective Way to Improve CX
Chatbots’ Reputation in the Gutter
44% of Contact Centres Have Mental Heath First Aiders
Is Employee Engagement in Need of an Overhaul?
Many Contact Centres Not Supporting Vulnerable Customers
10% of Contact Centres Already Using ChatGPT – How Do You Compare?
2021 Survey Report: What Contact Centres Are Doing Right Now
What’s Your Most Important Telephony KPI?
White Paper: How Contact Centres Are Delivering Exceptional Customer Service (2016 Edition)
The Average Customer Churn Rate is 20%
The Average Contact Centre Cost per Call in 2016 is £3.64
Which Is Better as a Communication Channel?
47% of Contact Centres use Average Handling Time (AHT) to Target Agents
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Contact Centre Reports, Surveys and White Papers
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Editor's Pick
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?
