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Contact Centre Research
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Research Insights – How Are Contact Centres Rising to the Challenge of Delivering Great CX?
Research Insights – What’s Changing in Workforce Management?
Research Insights – How Well Are Contact Centres Managing Quality Assurance?
15% of Contact Centres Expect Agents to Handle More Than 11 Emails per Hour
Almost Two-Thirds of Contact Centres Understaffed
10-24% of Contact Volumes is Generally Made Up From Repeat Contacts
The Most Valuable KPI to Improve NPS/CSAT
It is Most Common for an Agent to Address the Caller as Mr/Mrs…
The Future of Call Centres – Remote or Hybrid?
What Do Customers Want From Contact Centres?
Contact Centre Headsets: Survey Results
44% of Contact Centres Have Mental Heath First Aiders
White Paper (2017 Edition): What Contact Centres Are Doing Right Now
Leadership vs. Management: Is One a Subset of the Other?
What Scheduling Problems Are Contact Centres Facing?
There Are Three Clear Knowledge Base Benefits
AI Is Set to Take Hold of Contact Centres
Industry Stepping Up With Wellbeing and DE&I Strategies
Survey Results: Knowledge Base Challenges
Self-Service Most Cost-Effective Way to Improve CX
Should Companies Require the Return of Headsets?
How Often Do You Ask for a Post-Contact Survey?
Contact Centres Struggle With Planning Digital Channels
The Impact of Accents
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Kick-Start Your Next Team Engagement Day – With These Tried and Tested Activities
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Improve Your CX Strategy – With These Clever Ideas From Bupa’s Contact Centre!