Artificial Intelligence in the Call Centre: Survey Results

The Most Valuable KPI to Improve NPS/CSAT

It is Most Common for an Agent to Address the Caller as…

2020 Survey Report: Is Your Contact Centre Delivering…

Call Arrival Patterns has the Greatest Impact Upon…

White Paper: How Contact Centres Are Delivering…

A Look Into WFM and What’s Changing in 2026

Spreadsheets do not Replace WFM for Forecasting

Should Companies Require the Return of Headsets?

Giving Recognition is the Best Way to Motivate Agents

What Contact Centre Channels Are Used Most?

How AI Is Transforming QA in 2026 and Beyond

There Are Three Clear Knowledge Base Benefits

A Third of Callers Too Impatient to Wait More Than 1…

Many Agents Can Use 4-5 Knowledge Bases When Supporting…

Customer Experience in Contact Centres: Survey Results

What Metrics Are Important to Contact Centres?

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

Most People Prefer the Name Contact Centre over Call…

Contact Centres are Using a Wide Range of CRM Systems

The Importance of Caller ID

15% of Contact Centres Expect Agents to Handle More Than…

1 in 5 Contact Centres Could Covert 30%+ of Their…

Survey Results: Knowledge Base Challenges