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Contact Centre Research

22 Survey Cover What Are the Most Important Contact Centre Metrics?

What Metrics Are Important to Contact Centres?

An image of a clock and a calendar representing shift patterns

Contact Centre Shift Patterns: The Latest Findings

Survey 2021 Contact Centre Technology

Contact Centre Technology Trends

2020 spring survey report

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

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

Spreadsheets do not Replace WFM for Forecasting

The Majority of Contact Centres Handle Their Calls Within Ten Minutes

How-many-web-chats-can-an-agent-handle-at-the-same-time

An Agent Can Handle No More Than 3 Webchats at the Same Time

2020 Survey Report: What Contact Centres Are Doing Right Now

Call Centre Workforce Management: 2020 Survey Results

2023 Survey Cover Spreadsheets dominate QA Process

Spreadsheets Still Dominate the Quality Process

Do you feel you're effectively utilising Voice of the Customer (VoC) data to drive improvements across the contact centre and wider business poll cover

Missing Opportunities With Voice of the Customer Data

A third of callers too impatient to wait more than 1 minute

A Third of Callers Too Impatient to Wait More Than 1 Minute

What Percentage of Your Customers Use a Digital Channel? Poll Cover

What Percentage of Your Customers Use a Digital Channel?

Leadership vs Management: Is One a Subset of the Other Poll Cover

Leadership vs. Management: Is One a Subset of the Other?

22 Survey Cover How Do You Capture Customer Feedback?

What Are the Most Popular Methods to Gather Customer Feedback?

2017 survey report

White Paper (2017 Edition): What Contact Centres Are Doing Right Now

Can a regional accent make or break the success of a call centre agent cover

The Impact of Accents

Artificial Intelligence (AI) Chapter Cover 2023

Research Insights – Where Are Contact Centres on Their AI Journey?

Most Contact Centres Struggling with QA Engagement

Most Contact Centres Struggling With QA Engagement

Process Failures are the Main Reason for Repeat Calls

2021 survey report

2021 Survey Report: What Contact Centres Are Doing Right Now

What Contact Centres are Doing Right Now Featured Image AI Chapter

Artificial Intelligence in the Call Centre: Survey Results

Customer Experience (CX) Chapter Cover 2023

How Are Contact Centres Delivering Great CX?

What KPI is the most valuable in improving NPS / CSAT?

The Most Valuable KPI to Improve NPS/CSAT

Survey chapter - technology, metrics, channels and more 2023

Latest Trends in Technology, Metrics, and Channel Choice