Contact Centre Research

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

4,839

Customer Satisfaction is Deemed the Most Important Measure of Success

Do you measure call centre agent satisfaction?

370

Measuring Agent Satisfaction Popular in Call Centres

What are the staffing levels like in your contact centre

130

Almost Two-Thirds of Contact Centres Understaffed

2021 survey report

813

2021 Survey Report: What Contact Centres Are Doing Right Now

How are Digital Channels Managed with Your WFM Solution?

121

Half of Contact Centres Manually Forecast Digital Channels

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

3,170

Call Arrival Patterns has the Greatest Impact Upon Forecast Accuracy

What is the Greatest Benefit of a Good Knowledge Base?

152

There Are Three Clear Knowledge Base Benefits

2021 Survey Results Contact Centre Multichannel Mix

1,635

Multichannel Contact Centres: Voice Remains the Channel of Choice

An image of a clock and a calendar representing shift patterns

1,332

Contact Centre Shift Patterns: The Latest Findings

Are your contact centres primarily voice or are you moving to digitizing customer engagements?

81

Contact Centres Are Primarily Voice

Which Is Better as a Communication Channel

135

Which Is Better as a Communication Channel?

2020 spring survey report

1,345

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

The Future of Call Centres - Remote or Hybrid?

358

The Future of Call Centres – Remote or Hybrid?

What KPI is the most valuable in improving NPS / CSAT?

263

The Most Valuable KPI to Improve NPS/CSAT

2020 autumn survey report

1,031

2020 Survey Report: What Contact Centres Are Doing Right Now

6,796

The Average Contact Centre Cost Per Call is £3.50

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

4,336

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

What Contact Centres are Doing Right Now Featured Image AI Chapter

644

Artificial Intelligence in the Call Centre: Survey Results

Important Contact Centre metrics

2,490

The Most Important Contact Centre Metrics

2017 survey report

4,261

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

As Part of Your Knowledge Management Strategy, Have You…?

105

Advisors Are a Key Part of Knowledge Creation

Two people jumping with a chess board representing important skills

640

Survey Results: The Most Important Customer Service Skills

2019 autumn survey report

2,405

2019 Survey Report: What Contact Centres Are Doing Right Now

Soft Skills Gaps are More Important for Regular Training and Coaching

273

Soft Skills Gaps Are More Important for Regular Training and Coaching

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