Contact Centre Research

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
Do you measure call centre agent satisfaction?
Measuring Agent Satisfaction Popular in Call Centres
What are the staffing levels like in your contact centre
Almost Two-Thirds of Contact Centres Understaffed
2021 survey report
2021 Survey Report: What Contact Centres Are Doing Right Now
The Future of Call Centres - Remote or Hybrid?
The Future of Call Centres – Remote or Hybrid?
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
Important Contact Centre metrics
The Most Important Contact Centre Metrics
2021 Survey Results Contact Centre Multichannel Mix
Multichannel Contact Centres: Voice Remains the Channel of Choice
2020 autumn survey report
2020 Survey Report: What Contact Centres Are Doing Right Now
An image of a clock and a calendar representing shift patterns
Contact Centre Shift Patterns: The Latest Findings
The Best Methods of Communication to Drive Employee Engagement
The Best Methods of Communication to Drive Employee Engagement
Are your contact centres primarily voice or are you moving to digitizing customer engagements?
Contact Centres Are Primarily Voice
Soft Skills Gaps are More Important for Regular Training and Coaching
Soft Skills Gaps Are More Important for Regular Training and Coaching
What is the Greatest Benefit of a Good Knowledge Base?
There Are Three Clear Knowledge Base Benefits
2017 survey report
White Paper (2017 Edition): What Contact Centres Are Doing Right Now
Which Is Better as a Communication Channel
Which Is Better as a Communication Channel?
The Average Contact Centre Cost Per Call is £3.50
2020 spring survey report
2020 Survey Report: Is Your Contact Centre Delivering Exceptional Customer Service?
What Contact Centres are Doing Right Now survey results customer experience chapter
Customer Experience in Contact Centres: Survey Results
2019 autumn survey report
2019 Survey Report: What Contact Centres Are Doing Right Now
As Part of Your Knowledge Management Strategy, Have You…?
Advisors Are a Key Part of Knowledge Creation
Companies Prioritise Customer Service Over Sales When Monitoring Conversations
Companies Prioritize Customer Service Over Sales When Monitoring Conversations
What Contact Centres are Doing Right Now Featured Image AI Chapter
Artificial Intelligence in the Call Centre: Survey Results
How-many-web-chats-can-an-agent-handle-at-the-same-time
An Agent Can Handle No More Than 3 Webchats at the Same Time
 
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