Contact Centre Research

Next
Popular
Recent
2021 Survey Results Contact Centre Multichannel Mix
1,084
Multichannel Contact Centres: Voice Remains the Channel of Choice
An image of a clock and a calendar representing shift patterns
1,126
Contact Centre Shift Patterns: The Latest Findings
2021 CCH Survey Results Knowledge Base Challenges
571
Survey Results: Knowledge Base Challenges
Two people jumping with a chess board representing important skills
522
Survey Results: The Most Important Customer Service Skills
614
Full-Time Workers Are Not the Most Productive
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
3,678
Customer Satisfaction is Deemed the Most Important Measure of Success
How-many-web-chats-can-an-agent-handle-at-the-same-time
3,659
An Agent Can Handle No More Than 3 Webchats at the Same Time
How-many-calls-do-you-monitor-per-agent-per-month
9,125
Most Contact Centres Monitor Less Than Six Calls Per Agent Every Month
6,101
The Average Contact Centre Cost Per Call is £3.50
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
2,514
Over 60% of Contact Centres Measure First Call Resolution
1,380
Excel Remains an Ever-Popular Forecasting Tool
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
2,868
Call Arrival Patterns has the Greatest Impact Upon Forecast Accuracy
1,312
1 in 5 Contact Centres Have an Email Service Level of More Than One Day
1,008
Less Than 20% of Contact Centres Calculate Customer Effort
2018 autumn survey
1,959
2018 Survey Report: What Contact Centres Are Doing Right Now
1,337
Process Failures are the Main Reason for Repeat Calls
814
10-24% of Contact Volumes is Generally Made Up From Repeat Contacts
Contact-Centre-or-Call-Centre
2,011
Most People Prefer the Name Contact Centre over Call Centre
632
Most Contact Centres Support Multiple Languages
Have-you-ever-been-offered-voice-training
4,993
80% of Contact Centre Professionals Have Never Been Offered Voice Training
2016 spring survey report
770
White Paper: How Contact Centres Are Delivering Exceptional Customer Service (2016 Edition)
1,406
The Average Agent/Team Leader Ratio is less than 10
1,295
Most Contact Centres Use Platform Stats to Measure Agent Performance
2,229
1 in 5 Contact Centres Could Covert 30%+ of Their Traffic to Self Service
 
Next
Contact Centre Reports, Surveys and White Papers
Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies.

Choose the content that you want to receive.