Translate

Contact Centre Research

20.What-challenges-do-you-face-in-improving-Quality-Monitoring-and-Performance-Management

Contact Centres Struggle to Measure Quality Monitoring Correctly

Multi-skill-or-single-skill

Multi-skill Best for Contact Centres

How-many-calls-do-you-monitor-per-agent-per-month

Most Contact Centres Monitor Less Than Six Calls Per Agent Every Month

A graph showing the answers to the question "Which is the most important measure of success for you" with the answers of 7%-customer effort score, 23%-first contact resolution, 47%-customer satisfaction, 11%-net promoter score, 12%- average handle time

Customer Satisfaction is Deemed the Most Important Measure of Success

How-confident-are-you-that-your-Contact-Centre-could-cope-with-a-significant-increase-in-call-volumes

Over 30% of Contact Centres Would Not be Confident in Handling a Rise in Call Volumes

Average Handling Time Poll

The Average Contact Centre Handling Time (AHT) is Between 5-9 Minutes

A graph showing the answers to the question "Which factor most affects your forecast accuracy" with the answers of 26%-the weather, 23%-mailings, 21%-marketing, 3%-disasters, 27%-call arrival patterns

Call Arrival Patterns has the Greatest Impact Upon Forecast Accuracy

How-much-background-noise-is-there-in-your-Call-Centre-Conversations

Most Contact Centres have lots of Background Noise in Conversations

Contact-Centre-or-Call-Centre

Most People Prefer the Name Contact Centre over Call Centre

What-software-do-you-use-for-forecasting

Spreadsheets do not Replace WFM for Forecasting

Have-you-ever-been-offered-voice-training

80% of Contact Centre Professionals Have Never Been Offered Voice Training

How-many-applications-do-your-agents-use-to-help-a-customer

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

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

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

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