Contact Centre Research

Poll Graph Cover - how many emails per agent per hour

15% of Contact Centres Expect Agents to Handle More Than 11 Emails per Hour

Should a Customer Leaving a Voicemail Message Count as an Abandoned Call?

Debate Rages On About Whether Voicemails Count as Abandoned Calls

How Do You Share the Call Centre With the Rest of the Company? poll cover

How Call Centres Are Being Shared With the Wider Company

22 Survey Cover What Is Your Biggest Scheduling Problem?

What Scheduling Problems Are Contact Centres Facing?

22 Survey Cover How Do You Capture Customer Feedback?

What Are the Most Popular Methods to Gather Customer Feedback?

‘Is sexual harassment of call centre operatives (from callers) a big issue?’ poll cover

Shocking Number of Agents Being Sexually Harassed by Callers

22 Survey Cover What Do Your Customers Value Most?

What Do Customers Want From Contact Centres?

22 Survey Graph To Create Your Metric Scores, How Frequently Do You Ask Customers to Complete a Post-Contact Survey?

How Often Do You Ask for a Post-Contact Survey?

2022 What Contact Centres Are Doing Right Now Shift Patterns Graph Cover

Which Shifts Are Contact Centres Using?

Top reason for attrition poll graph cover

Are Low Wages the Only Reason for High Attrition Rates?

Do You Have a Customer Access Strategy in Your Call Centre? Poll Cover

How Many Call Centres Are Missing a Customer Access Strategy?

22 Survey Cover What Are the Most Important Contact Centre Metrics?

What Metrics Are Important to Contact Centres?

how often do you think that the notes agents take don't tell the story well enough?

Are Agent Notes Capturing the Full Story?

Do you feel you're effectively utilising Voice of the Customer (VoC) data to drive improvements across the contact centre and wider business poll cover

Missing Opportunities With Voice of the Customer Data

How Do You Calculate ROI In Your Contact Centre? Poll Cover

Shocking Number Failing to Measure ROI in the Contact Centre

22 Survey Cover What Is Your Mix of Contact Channels?

What Contact Centre Channels Are Used Most?

Leadership vs Management: Is One a Subset of the Other Poll Cover

Leadership vs. Management: Is One a Subset of the Other?

Can a regional accent make or break the success of a call centre agent cover

The Impact of Accents

which one is most important to you and the Senior Team in telephony featured image poll

What’s Your Most Important Telephony KPI?

how many screens (monitors) do your agents use? Cover

Two Is the Magic Number

22 Survey Cover What Technology Do You Have in Your Contact Centre?

What Technology Is Being Used in Contact Centres?

How Do You Operate Induction Training? Cover

How Do You Operate Induction Training?

Best Practice for Promoting Agents to Team Leaders Cover

Best Practice for Promoting Agents to Team Leaders

What Is Your Average Turnover Rate (Voluntary + Involuntary)? Featured Image

What Is Your Average Turnover Rate (Voluntary + Involuntary)?