Contact Centre Research

The Best Methods of Communication to Drive Employee Engagement

208

The Best Methods of Communication to Drive Employee Engagement

Any contact centre leaders here notice their workers have trouble accessing knowledge for work, especially in a hybrid/remote workplace?

59

Agents Have Trouble Accessing Knowledge for Work

Increasing AHT to Help Improve FCR

267

Increasing AHT to Help Improve FCR

Christmas Planning Poll Featured Image

68

Have You Started Your Christmas Planning Yet?

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

1,266

Customer Experience in Contact Centres: Survey Results

1,499

Most Contact Centres Use Platform Stats to Measure Agent Performance

‘Do you know how your Agent Attrition Rates compare against the UK Industry Standard for your Sector?’

75

How Do Your Attrition Rates Compare?

Best Practice for Promoting Agents to Team Leaders Cover

185

Best Practice for Promoting Agents to Team Leaders

1,591

Process Failures are the Main Reason for Repeat Calls

Used Headsets Poll Featured Image

58% of People Would Accept Used Headsets

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

3,357

Over 60% of Contact Centres Measure First Call Resolution

Companies Prioritise Customer Service Over Sales When Monitoring Conversations

95

Companies Prioritize Customer Service Over Sales When Monitoring Conversations

“Should companies require any company supplied headsets to be returned if/when the employee leaves?”

144

Should Companies Require the Return of Headsets?

What Impact Does Analytics Have on Your CX Strategy and Decision Making?

130

Analytics Is Most Promising for Identifying Pain Points and Root Cause

2,285

The Average Contact Centre Cost per Call in 2016 is £3.64

Survey 2021 Contact Centre Technology

1,419

Contact Centre Technology Trends

2020 Survey Report: What Contact Centres Are Doing Right Now

169

Speech Analytics in the Contact Centre: 2020 Survey Results

2016 autumn survey report

1,199

White Paper (2016 Edition): What Contact Centres Are Doing Right Now

Barriers to Your Dream Contact Centre

418

Barriers to Your Dream Contact Centre

On Average How Long do Your Callers Wait Before Abandoning?

169

Customer Patience Appears to Be at an All-Time Low

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

9,820

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

887

Most Contact Centres Support Multiple Languages

2016 spring survey report

1,456

White Paper: How Contact Centres Are Delivering Exceptional Customer Service (2016 Edition)

2018 autumn survey

2,885

2018 Survey Report: What Contact Centres Are Doing Right Now

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