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Contact Centre Research

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Finding Information Quickly Is the Biggest Challenge

Finding Information Quickly Is the Biggest Challenge

Process Failures are the Main Reason for Repeat Calls

Process Failures are the Main Reason for Repeat Calls

White Paper (2016 Edition): What Contact Centres Are Doing Right Now

White Paper (2016 Edition): What Contact Centres Are…

Customer Patience Appears to Be at an All-Time Low

Customer Patience Appears to Be at an All-Time Low

The Majority of Contact Centres Handle Their Calls Within Ten Minutes

The Majority of Contact Centres Handle Their Calls…

How to Lead CX Through Rapid Change in 2026

How to Lead CX Through Rapid Change in 2026

Quality Scores is the Most Measured Contact Centre KPI

Quality Scores is the Most Measured Contact Centre KPI

Most Contact Centres Support Multiple Languages

Most Contact Centres Support Multiple Languages

General Contact Centre Findings: 2020 Survey Results

General Contact Centre Findings: 2020 Survey Results

The Average Agent/Team Leader Ratio is less than 10

The Average Agent/Team Leader Ratio is less than 10

Contact Centres are Asking Agents to Help Customers on More Than Ten Apps

Contact Centres are Asking Agents to Help Customers on…

Excel Remains an Ever-Popular Forecasting Tool

Excel Remains an Ever-Popular Forecasting Tool

White Paper: What Contact Centres Are Doing Right Now (2015 Edition)

White Paper: What Contact Centres Are Doing Right Now…

Measuring Agent Satisfaction Popular in Call Centres

Measuring Agent Satisfaction Popular in Call Centres

Most Contact Centres have lots of Background Noise in Conversations

Most Contact Centres have lots of Background Noise in…

The Impact of Accents

The Impact of Accents

Call Centre Workforce Management: 2020 Survey Results

Call Centre Workforce Management: 2020 Survey Results

Contact Centre Metrics: 2020 Survey Results

Contact Centre Metrics: 2020 Survey Results

Less Than 20% of Contact Centres Calculate Customer Effort

Less Than 20% of Contact Centres Calculate Customer Effort

Trends in Contact Centre Initiatives

Trends in Contact Centre Initiatives

Customer Experience in Contact Centres: 2020 Survey Results

Customer Experience in Contact Centres: 2020 Survey…

Survey Results: The Most Important Customer Service Skills

Survey Results: The Most Important Customer Service Skills

1 in 5 Contact Centres Have an Email Service Level of More Than One Day

1 in 5 Contact Centres Have an Email Service Level of…

Contact Centre Headsets: Survey Results

Contact Centre Headsets: Survey Results

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