Contact Centre Research

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
Call Arrival Patterns has the Greatest Impact Upon Forecast Accuracy
2019 autumn survey report
2019 Survey Report: What Contact Centres Are Doing Right Now
Contact Centre Initiatives
Trends in Contact Centre Initiatives
The Average Contact Centre Cost Per Call is £3.50
The Best Methods of Communication to Drive Employee Engagement
The Best Methods of Communication to Drive Employee Engagement
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
Contact Centres are Using a Wide Range of CRM Systems
On Average How Long do Your Callers Wait Before Abandoning?
Customer Patience Appears to Be at an All-Time Low
How-many-calls-do-you-monitor-per-agent-per-month
Most Contact Centres Monitor Less Than Six Calls Per Agent Every Month
Over the Next 5 Years, Which Trend Will Have the Biggest Impact on Contact Centres?
AI Is Set to Take Hold of Contact Centres
How Many Knowledge Sources do Your Advisors Currently Use?
Only One in Ten Contact Centres Have a Single Knowledge Source
Average Handling Time Poll
The Average Contact Centre Handling Time (AHT) is Between 5-9 Minutes
Full-Time Workers Are Not the Most Productive
The Average Contact Centre Cost per Call in 2016 is £3.64
On a Scale of 1 - 5, How Accurate is the Information Within Your Knowledge Base?
Knowledge Base Information Is Not as Accurate as It Could Be
What is Your Primary 2022 Priority?
Efficiency Rules the Roost
What Contact Centres are Doing Right Now Featured Image AI Chapter
Artificial Intelligence in the Call Centre: Survey Results
2020 Survey Report: What Contact Centres Are Doing Right Now
Speech Analytics in the Contact Centre: 2020 Survey Results
As Part of Your Knowledge Management Strategy, Have You…?
Advisors Are a Key Part of Knowledge Creation
2018 autumn survey
2018 Survey Report: What Contact Centres Are Doing Right Now
47% of Contact Centres use Average Handling Time (AHT) to Target Agents
Soft Skills Gaps are More Important for Regular Training and Coaching
Soft Skills Gaps Are More Important for Regular Training and Coaching
55% of Contact Centres Don’t Provide Agents With Customers’ Channel History
2016 spring survey report
White Paper: How Contact Centres Are Delivering Exceptional Customer Service (2016 Edition)
2020 Survey Report: What Contact Centres Are Doing Right Now
Call Centre Workforce Management: 2020 Survey Results
 
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