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Contact Centre Research

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The Most Valuable KPI to Improve NPS/CSAT

The Most Valuable KPI to Improve NPS/CSAT

Artificial Intelligence in the Call Centre: Survey Results

Artificial Intelligence in the Call Centre: Survey Results

It is Most Common for an Agent to Address the Caller as Mr/Mrs…

It is Most Common for an Agent to Address the Caller as…

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

2020 Survey Report: Is Your Contact Centre Delivering…

A Look Into WFM and What’s Changing in 2026

A Look Into WFM and What’s Changing in 2026

Call Arrival Patterns has the Greatest Impact Upon Forecast Accuracy

Call Arrival Patterns has the Greatest Impact Upon…

White Paper: How Contact Centres Are Delivering Exceptional Customer Service (2016 Edition)

White Paper: How Contact Centres Are Delivering…

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

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

Should Companies Require the Return of Headsets?

Should Companies Require the Return of Headsets?

Spreadsheets do not Replace WFM for Forecasting

Spreadsheets do not Replace WFM for Forecasting

How AI Is Transforming QA in 2026 and Beyond

How AI Is Transforming QA in 2026 and Beyond

What Contact Centre Channels Are Used Most?

What Contact Centre Channels Are Used Most?

Giving Recognition is the Best Way to Motivate Agents

Giving Recognition is the Best Way to Motivate Agents

There Are Three Clear Knowledge Base Benefits

There Are Three Clear Knowledge Base Benefits

What Metrics Are Important to Contact Centres?

What Metrics Are Important to Contact Centres?

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

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

Customer Experience in Contact Centres: Survey Results

Customer Experience in Contact Centres: Survey Results

The Average Contact Centre Cost per Call in 2016 is £3.64

The Average Contact Centre Cost per Call in 2016 is £3.64

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

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

The Importance of Caller ID

The Importance of Caller ID

Most People Prefer the Name Contact Centre over Call Centre

Most People Prefer the Name Contact Centre over Call…

Contact Centres are Using a Wide Range of CRM Systems

Contact Centres are Using a Wide Range of CRM Systems

1 in 5 Contact Centres Could Covert 30%+ of Their Traffic to Self Service

1 in 5 Contact Centres Could Covert 30%+ of Their…

Survey Results: Knowledge Base Challenges

Survey Results: Knowledge Base Challenges

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

Assembled Partners With Nextiva to Introduce WFM Integration

AnywhereNow Wins Second Microsoft AI Hackathon Challenge

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

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