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Contact Centre Research

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Analytics Is Most Promising for Identifying Pain Points and Root Cause

Analytics Is Most Promising for Identifying Pain Points…

Just 4% of Contact Centres Are Using Speech Analytics

Just 4% of Contact Centres Are Using Speech Analytics

Almost Two-Thirds of Contact Centres Understaffed

Almost Two-Thirds of Contact Centres Understaffed

Most Contact Centre Managers Call Their Own Contact Centre Every Month

Most Contact Centre Managers Call Their Own Contact…

55% of Contact Centres Don’t Provide Agents With Customers’ Channel History

55% of Contact Centres Don’t Provide Agents With…

Only 2% of Advisors Have Great Levels of Rapport and Empathy

Only 2% of Advisors Have Great Levels of Rapport and…

How Are Contact Centres Delivering Great CX?

How Are Contact Centres Delivering Great CX?

Are Tighter Budgets Compromising Agent Wellbeing?

Are Tighter Budgets Compromising Agent Wellbeing?

What Percentage of Your Customers Use a Digital Channel?

What Percentage of Your Customers Use a Digital Channel?

Industry Stepping Up With Wellbeing and DE&I Strategies

Industry Stepping Up With Wellbeing and DE&I…

AI Is Set to Take Hold of Contact Centres

AI Is Set to Take Hold of Contact Centres

Half of Contact Centres Manually Forecast Digital Channels

Half of Contact Centres Manually Forecast Digital Channels

Spreadsheets Still Dominate the Quality Process

Spreadsheets Still Dominate the Quality Process

46% of Contact Centres find it Very Difficult or Impossible to get Extra Budget

46% of Contact Centres find it Very Difficult or…

38% of Industry Professionals Have NEVER Called Their Own Contact Centre

38% of Industry Professionals Have NEVER Called Their…

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

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

The Average Customer Lifetime Value is over £1000

The Average Customer Lifetime Value is over £1000

The Majority of Contact Centres Now Have a VoC Program

The Majority of Contact Centres Now Have a VoC Program

20% of Contact Centres Update Their Customer Journey Maps Monthly

20% of Contact Centres Update Their Customer Journey…

How Well Are Contact Centres Managing Advisor Experience & Engagement?

How Well Are Contact Centres Managing Advisor Experience…

Customer Satisfaction Now the Most Important Measure of Success

Customer Satisfaction Now the Most Important Measure of…

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

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

81% of People Prefer Contact Centre to Call Centre

81% of People Prefer Contact Centre to Call Centre

Contact Centres Love Using Wallboards

Contact Centres Love Using Wallboards

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