Contact Centre Research

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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
4,529
Customer Satisfaction is Deemed the Most Important Measure of Success
Do you measure call centre agent satisfaction?
119
Measuring Agent Satisfaction Popular in Call Centres
What are the staffing levels like in your contact centre
69
Almost Two-Thirds of Contact Centres Understaffed
2021 survey report
614
2021 Survey Report: What Contact Centres Are Doing Right Now
The Future of Call Centres - Remote or Hybrid?
213
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
3,075
Call Arrival Patterns has the Greatest Impact Upon Forecast Accuracy
Important Contact Centre metrics
2,254
The Most Important Contact Centre Metrics
2021 Survey Results Contact Centre Multichannel Mix
1,370
Multichannel Contact Centres: Voice Remains the Channel of Choice
2020 autumn survey report
820
2020 Survey Report: What Contact Centres Are Doing Right Now
An image of a clock and a calendar representing shift patterns
1,185
Contact Centre Shift Patterns: The Latest Findings
The Best Methods of Communication to Drive Employee Engagement
151
The Best Methods of Communication to Drive Employee Engagement
Are your contact centres primarily voice or are you moving to digitizing customer engagements?
59
Contact Centres Are Primarily Voice
Soft Skills Gaps are More Important for Regular Training and Coaching
135
Soft Skills Gaps Are More Important for Regular Training and Coaching
What is the Greatest Benefit of a Good Knowledge Base?
116
There Are Three Clear Knowledge Base Benefits
2017 survey report
3,620
White Paper (2017 Edition): What Contact Centres Are Doing Right Now
Which Is Better as a Communication Channel
72
Which Is Better as a Communication Channel?
6,635
The Average Contact Centre Cost Per Call is £3.50
2020 spring survey report
1,095
2020 Survey Report: Is Your Contact Centre Delivering Exceptional Customer Service?
What Contact Centres are Doing Right Now survey results customer experience chapter
1,177
Customer Experience in Contact Centres: Survey Results
2019 autumn survey report
2,048
2019 Survey Report: What Contact Centres Are Doing Right Now
As Part of Your Knowledge Management Strategy, Have You…?
75
Advisors Are a Key Part of Knowledge Creation
Companies Prioritise Customer Service Over Sales When Monitoring Conversations
84
Companies Prioritize Customer Service Over Sales When Monitoring Conversations
What Contact Centres are Doing Right Now Featured Image AI Chapter
571
Artificial Intelligence in the Call Centre: Survey Results
How-many-web-chats-can-an-agent-handle-at-the-same-time
4,203
An Agent Can Handle No More Than 3 Webchats at the Same Time
 
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