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Contact Centre Research

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

Most Contact Centres Monitor Less Than Six Calls Per…

White Paper (2017 Edition): What Contact Centres Are Doing Right Now

White Paper (2017 Edition): What Contact Centres Are…

The Average Contact Centre Cost Per Call is £3.50

The Average Contact Centre Cost Per Call is £3.50

2019 Survey Report: Is Your Contact Centre Delivering Exceptional Customer Service?

2019 Survey Report: Is Your Contact Centre Delivering…

Contact Centre Technology Trends

Contact Centre Technology Trends

Customer Satisfaction is Deemed the Most Important Measure of Success

Customer Satisfaction is Deemed the Most Important…

2019 Survey Report: What Contact Centres Are Doing Right Now

2019 Survey Report: What Contact Centres Are Doing Right…

Over 60% of Contact Centres Measure First Call Resolution

Over 60% of Contact Centres Measure First Call Resolution

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

Over 30% of Contact Centres Would Not be Confident in…

An Agent Can Handle No More Than 3 Webchats at the Same Time

An Agent Can Handle No More Than 3 Webchats at the Same…

Contact Centre Shift Patterns: The Latest Findings

Contact Centre Shift Patterns: The Latest Findings

2018 Survey Report: What Contact Centres Are Doing Right Now

2018 Survey Report: What Contact Centres Are Doing Right…

Multi-skill Best for Contact Centres

Multi-skill Best for Contact Centres

Missing Opportunities With Voice of the Customer Data

Missing Opportunities With Voice of the Customer Data

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

80% of Contact Centre Professionals Have Never Been…

2020 Survey Report: What Contact Centres Are Doing Right Now

2020 Survey Report: What Contact Centres Are Doing Right…

Multichannel Contact Centres: Voice Remains the Channel of Choice

Multichannel Contact Centres: Voice Remains the Channel…

2021 Survey Report: What Contact Centres Are Doing Right Now

2021 Survey Report: What Contact Centres Are Doing Right…

The Most Important Contact Centre Metrics

The Most Important Contact Centre Metrics

Contact Centres Struggle to Measure Quality Monitoring Correctly

Contact Centres Struggle to Measure Quality Monitoring…

Card Security is Dealt with Pause and Resume Call Recordings

Card Security is Dealt with Pause and Resume Call…

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

The Average Contact Centre Handling Time (AHT) is…

Think Webchat is 30% Cheaper Than a Phone Call? Think Again

Think Webchat is 30% Cheaper Than a Phone Call? Think…

47% of Contact Centres use Average Handling Time (AHT) to Target Agents

47% of Contact Centres use Average Handling Time (AHT)…

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