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Contact Centre Research

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Are You Ready to Embrace the New Dawn for Quality Assurance?

Are You Ready to Embrace the New Dawn for Quality…

10-24% of Contact Volumes is Generally Made Up From Repeat Contacts

10-24% of Contact Volumes is Generally Made Up From…

Why It’s Never Been More Important to Embrace Flexibility

Why It’s Never Been More Important to Embrace Flexibility

Most Contact Centres Use Platform Stats to Measure Agent Performance

Most Contact Centres Use Platform Stats to Measure Agent…

Absenteeism is a Big Problem for Contact Centre Supervisors

Absenteeism is a Big Problem for Contact Centre…

Forecast Volatility Is Causing Scheduling Havoc

Forecast Volatility Is Causing Scheduling Havoc

Best Practice for Promoting Agents to Team Leaders

Best Practice for Promoting Agents to Team Leaders

Customer and Contact Centre Trends: 2020 Survey Results

Customer and Contact Centre Trends: 2020 Survey Results

Speech Analytics in the Contact Centre: 2020 Survey Results

Speech Analytics in the Contact Centre: 2020 Survey…

Latest Trends in Technology, Metrics, and Channel Choice

Latest Trends in Technology, Metrics, and Channel Choice

Is Intraday Management Finally About to Get Easier?

Is Intraday Management Finally About to Get Easier?

More Than Half of Contact Centres Send ‘No-Reply’ Emails to Customers

More Than Half of Contact Centres Send…

Knowledge Base Information Is Not as Accurate as It Could Be

Knowledge Base Information Is Not as Accurate as It…

Increasing AHT to Help Improve FCR

Increasing AHT to Help Improve FCR

The Future of Call Centres – Remote or Hybrid?

The Future of Call Centres – Remote or Hybrid?

Advisors Are a Key Part of Knowledge Creation

Advisors Are a Key Part of Knowledge Creation

General Customer Service Findings: 2020 Survey Results

General Customer Service Findings: 2020 Survey Results

What’s Your Most Important Telephony KPI?

What’s Your Most Important Telephony KPI?

Over a Quarter of Customer Contacts are Low Quality

Over a Quarter of Customer Contacts are Low Quality

Most Contact Centres Still Don’t Measure Customer Emotion in Their Metrics

Most Contact Centres Still Don’t Measure Customer…

Soft Skills Gaps Are More Important for Regular Training and Coaching

Soft Skills Gaps Are More Important for Regular Training…

What Technology Is Being Used in Contact Centres?

What Technology Is Being Used in Contact Centres?

Contact Centre Headsets: 2020 Survey Results

Contact Centre Headsets: 2020 Survey Results

Contact Centres Aren’t Adapting Self-Service Systems After Installation

Contact Centres Aren’t Adapting Self-Service…

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