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Contact Centre Research
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Who Leads the SFA CRM Space in 2024?
How Well Are Contact Centres Managing Advisor Experience & Engagement? – Research Insights
Many Contact Centres Not Supporting Vulnerable Customers
Spreadsheets Still Dominate the Quality Process
Is Employee Engagement in Need of an Overhaul?
Who Leads the CRM Space?
44% of Contact Centres Have Mental Heath First Aiders
Most Contact Centres Struggling With QA Engagement
Self-Service Most Cost-Effective Way to Improve CX
Chatbots’ Reputation in the Gutter
Only 12% of Contact Centres Utilizing Wellbeing Technology
10% of Contact Centres Already Using ChatGPT – How Do You Compare?
A Third of Callers Too Impatient to Wait More Than 1 Minute
Contact Centres Struggle With Planning Digital Channels
Only a Quarter of Contact Centres Have an AI Strategy in Place
15% of Contact Centres Expect Agents to Handle More Than 11 Emails per Hour
Debate Rages On About Whether Voicemails Count as Abandoned Calls
How Call Centres Are Being Shared With the Wider Company
What Scheduling Problems Are Contact Centres Facing?
What Are the Most Popular Methods to Gather Customer Feedback?
Shocking Number of Agents Being Sexually Harassed by Callers
What Do Customers Want From Contact Centres?
How Often Do You Ask for a Post-Contact Survey?
Which Shifts Are Contact Centres Using?
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How to Develop Empathy as a Skill in Your Frontline Teams
Tackle the 3 A’s – Absence, Agent Burnout, and Attrition
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21 Tips to Make Your Customers Feel Truly Valued
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eBook: 5 Ways Conversational AI Can Support Contact Centre Automation
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Latest Insights
Ofcom Latest: What Contact Centre Leaders Need to Know
Delivering Exceptional Experiences in the Real World
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The Key Elements of a CX Lifecycle and Ways to Improve It
21 Ways to Say “I’m Sorry” and Apologize to a Customer for Bad Service
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