Contact Centre Research

Important Contact Centre metrics

1,925

The Most Important Contact Centre Metrics

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

1,101

Customer Experience in Contact Centres: Survey Results

What Contact Centres are Doing Right Now Featured Image AI Chapter

473

Artificial Intelligence in the Call Centre: Survey Results

An image of a clock and a calendar representing shift patterns

995

Contact Centre Shift Patterns: The Latest Findings

Barriers to Your Dream Contact Centre

444

Barriers to Your Dream Contact Centre

Contact Centre Initiatives

933

Trends in Contact Centre Initiatives

2021 survey report

317

2021 Survey Report: What Contact Centres Are Doing Right Now

Survey 2021 Contact Centre Technology

1,356

Contact Centre Technology Trends

2021 Survey Results Contact Centre Multichannel Mix

1,063

Multichannel Contact Centres: Voice Remains the Channel of Choice

2017 survey report

2,094

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

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

3,991

Customer Satisfaction is Deemed the Most Important Measure of Success

Contact Centre Perception

479

Changing Business Perceptions of the Contact Centre

Call Centre Helper Call Centre Research Release

643

Call Centre Helper Releases Survey Research

1,490

The Average Agent/Team Leader Ratio is less than 10

2020 spring survey report

388

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

2020 Survey Report: What Contact Centres Are Doing Right Now

141

Call Centre Workforce Management: 2020 Survey Results

2020 autumn survey report

396

2020 Survey Report: What Contact Centres Are Doing Right Now

Two people jumping with a chess board representing important skills

581

Survey Results: The Most Important Customer Service Skills

2019 autumn survey report

1,202

2019 Survey Report: What Contact Centres Are Doing Right Now

6,293

The Average Contact Centre Cost Per Call is £3.50

How-many-calls-do-you-monitor-per-agent-per-month

9,322

Most Contact Centres Monitor Less Than Six Calls Per Agent Every Month

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

3,936

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

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

2,755

Over 60% of Contact Centres Measure First Call Resolution

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

2,949

Call Arrival Patterns has the Greatest Impact Upon Forecast Accuracy

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