Translate

Contact Centre Research

A graph showing the answers to the question "Which KPIs do you measure" with the answers of 58%-first contact resolution, 48%-net promoter score, 18%-customer value, 15%- custoemr effort score, 71%- quality score

Quality Scores is the Most Measured Contact Centre KPI

The Average Contact Centre Cost Per Call is £3.50

What are the staffing levels like in your contact centre

Almost Two-Thirds of Contact Centres Understaffed

The Average Agent/Team Leader Ratio is less than 10

Are your contact centres primarily voice or are you moving to digitizing customer engagements?

Contact Centres Are Primarily Voice

The Best Methods of Communication to Drive Employee Engagement

The Best Methods of Communication to Drive Employee Engagement

‘Do you know how your Agent Attrition Rates compare against the UK Industry Standard for your Sector?’

How Do Your Attrition Rates Compare?

What Is Your Average Turnover Rate (Voluntary + Involuntary)? Featured Image

What Is Your Average Turnover Rate (Voluntary + Involuntary)?

wfm digital channels contact centre survey results

Contact Centres Struggle With Planning Digital Channels

2021 CCH Survey Results Knowledge Base Challenges

Survey Results: Knowledge Base Challenges

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

Contact Centre Headsets: 2020 Survey Results

What Contact Centres are Doing Right Now survey results customer experience chapter

Customer Experience in Contact Centres: Survey Results

Nucleus Research CRM Technology Value Matrix 2023

Who Leads the CRM Space?

SFA Technology Value Matrix 2024

Who Leads the SFA CRM Space in 2024?

Soft Skills Gaps are More Important for Regular Training and Coaching

Soft Skills Gaps Are More Important for Regular Training and Coaching

Contact-Centre-or-Call-Centre

Most People Prefer the Name Contact Centre over Call Centre

22 Survey Graph To Create Your Metric Scores, How Frequently Do You Ask Customers to Complete a Post-Contact Survey?

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

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

Advisor Experience and Engagement Chapter Cover 2023

How Well Are Contact Centres Managing Advisor Experience & Engagement?

How Many Knowledge Sources do Your Advisors Currently Use?

Only One in Ten Contact Centres Have a Single Knowledge Source

2021 Survey Results Contact Centre Multichannel Mix

Multichannel Contact Centres: Voice Remains the Channel of Choice

What is the Greatest Benefit of a Good Knowledge Base?

There Are Three Clear Knowledge Base Benefits

A graph depicting "Which CRM system do you use" 12% - Microsoft CRM Dynamics, 1% - Netsuite, 15% - Oracle, 9% - Salesforce, 6% - Right Now, 3% - Sugar CRM, 14% - SAP, 15% - In house, and 25% - Other

Contact Centres are Using a Wide Range of CRM Systems

How-many-knowledge-sources-do-your-agents-currently-use

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