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Contact Centre Research

Is AI the “Silver Bullet” We’ve All Been Waiting For?

Is AI the “Silver Bullet” We’ve All Been Waiting For?

Are You Doing Enough to Future-Proof Your Agents?

Are You Doing Enough to Future-Proof Your Agents?

Can AI Really Make Customers Happier?

Is Intraday Management Finally About to Get Easier?

Is Intraday Management Finally About to Get Easier?

What Does it Really Take to Run a People-First Operation?

What Does It Really Take to Run a People-First Operation?

Why it’s Never Been More Important to Embrace Flexibility

Why It’s Never Been More Important to Embrace Flexibility

A Look into WFM and What’s Changing in 2026

A Look Into WFM and What’s Changing in 2026

How AI Is Transforming QA in 2026 and Beyond

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

Workforce Management (WFM) Chapter Cover 2023

Research Insights – What’s Changing in Workforce Management?

Best Practice for Promoting Agents to Team Leaders Cover

Best Practice for Promoting Agents to Team Leaders

2016 spring survey report

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

How-many-calls-do-you-monitor-per-agent-per-month

Most Contact Centres Monitor Less Than Six Calls Per Agent Every Month

22 Survey Cover What Do Your Customers Value Most?

What Do Customers Want From Contact Centres?

On Average How Long do Your Callers Wait Before Abandoning?

Customer Patience Appears to Be at an All-Time Low

Quality Assurance (QA) Chapter Cover 2023

How Well Are Contact Centres Managing Quality Assurance?

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

Contact Centre Metrics: 2020 Survey Results

Should a Customer Leaving a Voicemail Message Count as an Abandoned Call?

Debate Rages On About Whether Voicemails Count as Abandoned Calls

Any contact centre leaders here notice their workers have trouble accessing knowledge for work, especially in a hybrid/remote workplace?

Agents Have Trouble Accessing Knowledge for Work

A graph illustrating How First Contact Resolution is Measured: 39% don't measure it, 13% use a post call survey, 15% measure repeat contact reasons in crm, 24% ask the customer, 28% have no repeat calls in a given time frame

Over 60% of Contact Centres Measure First Call Resolution

Poll Graph Cover - how many emails per agent per hour

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