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Who Leads the CRM Space?

Who Leads the CRM Space?

44% of Contact Centres Have Mental Heath First Aiders

44% of Contact Centres Have Mental Heath First Aiders

Most Contact Centres Struggling With QA Engagement

Most Contact Centres Struggling With QA Engagement

Self-Service Most Cost-Effective Way to Improve CX

Self-Service Most Cost-Effective Way to Improve CX

Chatbots’ Reputation in the Gutter

Chatbots’ Reputation in the Gutter

Only 12% of Contact Centres Utilizing Wellbeing Technology

Only 12% of Contact Centres Utilizing Wellbeing Technology

10% of Contact Centres Already Using ChatGPT – How Do You Compare?

10% of Contact Centres Already Using ChatGPT – How…

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

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

Contact Centres Struggle With Planning Digital Channels

Contact Centres Struggle With Planning Digital Channels

Only a Quarter of Contact Centres Have an AI Strategy in Place

Only a Quarter of Contact Centres Have an AI Strategy in…

15% of Contact Centres Expect Agents to Handle More Than 11 Emails per Hour

15% of Contact Centres Expect Agents to Handle More Than…

Debate Rages On About Whether Voicemails Count as Abandoned Calls

Debate Rages On About Whether Voicemails Count as…

How Call Centres Are Being Shared With the Wider Company

How Call Centres Are Being Shared With the Wider Company

What Scheduling Problems Are Contact Centres Facing?

What Scheduling Problems Are Contact Centres Facing?

What Are the Most Popular Methods to Gather Customer Feedback?

What Are the Most Popular Methods to Gather Customer…

Shocking Number of Agents Being Sexually Harassed by Callers

Shocking Number of Agents Being Sexually Harassed by…

What Do Customers Want From Contact Centres?

What Do Customers Want From Contact Centres?

How Often Do You Ask for a Post-Contact Survey?

How Often Do You Ask for a Post-Contact Survey?

Which Shifts Are Contact Centres Using?

Which Shifts Are Contact Centres Using?

Are Low Wages the Only Reason for High Attrition Rates?

Are Low Wages the Only Reason for High Attrition Rates?

How Many Call Centres Are Missing a Customer Access Strategy?

How Many Call Centres Are Missing a Customer Access…

What Metrics Are Important to Contact Centres?

What Metrics Are Important to Contact Centres?

Are Agent Notes Capturing the Full Story?

Are Agent Notes Capturing the Full Story?

Missing Opportunities With Voice of the Customer Data

Missing Opportunities With Voice of the Customer Data

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Top Stories

10 Customer-Centric Ideas We Heard at Adanola

What’s the Difference Between a Short- and Long-Term AI Strategy?

Key Things That “Make or Break” a Resource Planning Team

Latest News

Assembled Partners With Nextiva to Introduce WFM Integration

AnywhereNow Wins Second Microsoft AI Hackathon Challenge

Resources

Guide: Are Your Agents Ready?

Webinar Replay: How to Turn Customer Feedback into Action

Upcoming Events

26th October 2026

ICMI Contact Center Expo 2026

3rd November 2026

Consumer Duty at Scale: Proving Fairness Across 100% of Interactions – Webinar

Latest Blogs

From AI Insights to Action: Closing the Coaching Gap

Awaab’s Law Phase 2: Connecting Property and Resident Data

Upcoming Webinars

Webinar: Should Voice Agents Replace IVRs?

Webinar: Are These Adoption Mistakes Derailing Your AI Strategy?

Webinar: 10 Ways to Make 2027 a CX Success