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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
What Contact Centre Channels Are Used Most?
15% of Contact Centres Expect Agents to Handle More Than 11 Emails per Hour
How Do Your Attrition Rates Compare?
The Most Important Contact Centre Metrics
Most Contact Centres Monitor Less Than Six Calls Per Agent Every Month
Should Companies Require the Return of Headsets?
51% Use 3-4 Applications to Help a Customer
The Average Contact Centre Cost Per Call is £3.50
Speech Analytics in the Contact Centre: 2020 Survey Results
2021 Survey Report: What Contact Centres Are Doing Right Now
Best Practice for Promoting Agents to Team Leaders
Agents Have Trouble Accessing Knowledge for Work
The Future of Call Centres – Remote or Hybrid?
What Percentage of Your Customers Use a Digital Channel?
Forecast Volatility Is Causing Scheduling Havoc
Measuring Agent Satisfaction Popular in Call Centres
What Technology Is Being Used in Contact Centres?
Most Contact Centres Support Multiple Languages
General Customer Service Findings: 2020 Survey Results
Process Failures are the Main Reason for Repeat Calls
What Scheduling Problems Are Contact Centres Facing?
2020 Survey Report: What Contact Centres Are Doing Right Now
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21 Amazing Habits to Foster in Your Frontline Agents
How to Develop Empathy as a Skill in Your Frontline Teams
Tackle the 3 A’s – Absence, Agent Burnout, and Attrition
10 Ways to Be More Customer Centric
Latest Resources
eBook: The Impact of AI on the Contact Centre
Webinar Replay: What Does an Excellent Customer Service Strategy Look Like
Upcoming Events
Unleash Gen AI-Powered Growth in Your Contact Center – Webinar
Tue 07 May 2024
HP | Poly Customer Welcome Centre Tour and Demo
Wed 08 May 2024
Latest Insights
Mastering CLI Compliance: Navigating Ofcom Regulations
Why Employees Suffer From Burnout and What To Do About It
Featured Articles
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
What is Attrition Rate and How to Calculate It
The Top 10 Call-Closing Statement Examples
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The Ultimate List of Positive Words, Phrases, and Sentences to Brighten Your Customer’s Day
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