Contact Centre Research

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Survey 2021 Contact Centre Technology
1,607
Contact Centre Technology Trends
Important Contact Centre metrics
997
The Most Important Contact Centre Metrics
An image of a clock and a calendar representing shift patterns
682
Contact Centre Shift Patterns: The Latest Findings
Call Centre Helper Call Centre Research Release
699
Call Centre Helper Releases Survey Research
2021 CCH Survey Results Knowledge Base Challenges
512
Survey Results: Knowledge Base Challenges
375
Full-Time Workers Are Not the Most Productive
Two people jumping with a chess board representing important skills
468
Survey Results: The Most Important Customer Service Skills
2021 Survey Results Contact Centre Multichannel Mix
2,039
Multichannel Contact Centres: Voice Remains the Channel of Choice
How-many-calls-do-you-monitor-per-agent-per-month
9,177
Most Contact Centres Monitor Less Than Six Calls Per Agent Every Month
2021 survey report
204
2021 Survey Report: What Contact Centres Are Doing Right Now
How-many-web-chats-can-an-agent-handle-at-the-same-time
3,721
An Agent Can Handle No More Than 3 Webchats at the Same Time
2018 autumn survey
2,080
2018 Survey Report: What Contact Centres Are Doing Right Now
2019 autumn survey report
877
2019 Survey Report: What Contact Centres Are Doing Right Now
2020 autumn survey report
273
2020 Survey Report: What Contact Centres Are Doing Right Now
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
2,896
Call Arrival Patterns has the Greatest Impact Upon Forecast Accuracy
1,118
Less Than 20% of Contact Centres Calculate Customer Effort
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
3,778
Customer Satisfaction is Deemed the Most Important Measure of Success
A graph illustrating How First Contact Resolution is Measured: 39% don't measure it, 13% use a post call survey, 15% measure repeat contact reasons in crm, 24% ask the customer, 28% have no repeat calls in a given time frame
2,585
Over 60% of Contact Centres Measure First Call Resolution
2020 spring survey report
223
2020 Survey Report: Is Your Contact Centre Delivering Exceptional Customer Service?
2015 survey report
928
White Paper: What Contact Centres Are Doing Right Now (2015 Edition)
1,480
Excel Remains an Ever-Popular Forecasting Tool
674
Most Contact Centres Support Multiple Languages
1,381
Most Contact Centres Use Platform Stats to Measure Agent Performance
Contact-Centre-or-Call-Centre
2,055
Most People Prefer the Name Contact Centre over Call Centre
 
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