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Contact Centre Research

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Most Contact Centres Do Not Measure Emotion in Their Metrics

Most Contact Centres Do Not Measure Emotion in Their…

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

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

The Average Customer Churn Rate is 20%

The Average Customer Churn Rate is 20%

How Well Are Contact Centres Managing Quality Assurance?

How Well Are Contact Centres Managing Quality Assurance?

Changing Business Perceptions of the Contact Centre

Changing Business Perceptions of the Contact Centre

Debate Rages On About Whether Voicemails Count as Abandoned Calls

Debate Rages On About Whether Voicemails Count as…

Are You Doing Enough to Future-Proof Your Agents?

Are You Doing Enough to Future-Proof Your Agents?

New Survey Reveals Surprising Insights Into the Contact Centre Industry

New Survey Reveals Surprising Insights Into the Contact…

Call Centre Helper Releases Survey Research

Call Centre Helper Releases Survey Research

Why Aren’t Chatbots Delivering?

Why Aren’t Chatbots Delivering?

Research Insights – What’s Changing in Workforce Management?

Research Insights – What’s Changing in…

Why Measuring Empathy in Digital Channels Really Matters

Why Measuring Empathy in Digital Channels Really Matters

58% of People Would Accept Used Headsets

58% of People Would Accept Used Headsets

What Scheduling Problems Are Contact Centres Facing?

What Scheduling Problems Are Contact Centres Facing?

Nearly Three Fifths of Contact Centres Incentivise “Going the Extra Mile”

Nearly Three Fifths of Contact Centres Incentivise…

Contact Centres Prioritise Quality and Performance Speech Analytics

Contact Centres Prioritise Quality and Performance…

More Than Half of Contact Centres Are Looking to Deploy Speech Analytics

More Than Half of Contact Centres Are Looking to Deploy…

Barriers to Your Dream Contact Centre

Barriers to Your Dream Contact Centre

Are Low Wages the Only Reason for High Attrition Rates?

Are Low Wages the Only Reason for High Attrition Rates?

Which Shifts Are Contact Centres Using?

Which Shifts Are Contact Centres Using?

86% of Contact Centres Crave Empathy and Rapport Building Skills

86% of Contact Centres Crave Empathy and Rapport…

25–34 Year Olds are The Easiest Advisors to Motivate

25–34 Year Olds are The Easiest Advisors to Motivate

Phone is the Most Effective Communication Channel

Phone is the Most Effective Communication Channel

Contact Centre Cloud Technology: 2020 Survey Results

Contact Centre Cloud Technology: 2020 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