Contact Centre Research

What Contact Centres are Doing Right Now survey results customer experience chapter

1,130

Customer Experience in Contact Centres: Survey Results

Important Contact Centre metrics

2,121

The Most Important Contact Centre Metrics

An image of a clock and a calendar representing shift patterns

1,118

Contact Centre Shift Patterns: The Latest Findings

2021 survey report

519

2021 Survey Report: What Contact Centres Are Doing Right Now

2021 Survey Results Contact Centre Multichannel Mix

1,235

Multichannel Contact Centres: Voice Remains the Channel of Choice

What is Your Biggest Scheduling Problem?

346

Forecast Volatility Is Causing Scheduling Havoc

Two people jumping with a chess board representing important skills

593

Survey Results: The Most Important Customer Service Skills

2017 survey report

2,772

White Paper (2017 Edition): What Contact Centres Are Doing Right Now

2020 autumn survey report

515

2020 Survey Report: What Contact Centres Are Doing Right Now

Survey 2021 Contact Centre Technology

1,385

Contact Centre Technology Trends

2021 CCH Survey Results Knowledge Base Challenges

627

Survey Results: Knowledge Base Challenges

What is Your Primary 2022 Priority?

86

Efficiency Rules the Roost

Barriers to Your Dream Contact Centre

443

Barriers to Your Dream Contact Centre

6,439

The Average Contact Centre Cost Per Call is £3.50

2020 spring survey report

665

2020 Survey Report: Is Your Contact Centre Delivering Exceptional Customer Service?

What are the Greatest Challenges in Managing Your Knowledge Base?

358

Finding Information Quickly Is the Biggest Challenge

403

55% of Contact Centres Don’t Provide Agents With Customers’ Channel History

1,341

The Majority of Contact Centres Handle Their Calls Within Ten Minutes

622

The Average Customer Churn Rate is 20%

How-many-web-chats-can-an-agent-handle-at-the-same-time

4,045

An Agent Can Handle No More Than 3 Webchats at the Same Time

What Equipment do You Use for Forecasting and Scheduling?

109

Spreadsheets Still Dominate WFM

A graph depicting "Which CRM system do you use" 12% - Microsoft CRM Dynamics, 1% - Netsuite, 15% - Oracle, 9% - Salesforce, 6% - Right Now, 3% - Sugar CRM, 14% - SAP, 15% - In house, and 25% - Other

2,224

Contact Centres are Using a Wide Range of CRM Systems

How Many Knowledge Sources do Your Advisors Currently Use?

89

Only One in Ten Contact Centres Have a Single Knowledge Source

How are Digital Channels Managed with Your WFM Solution?

364

Half of Contact Centres Manually Forecast Digital Channels

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