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Contact Centre Research

How Do You Calculate ROI In Your Contact Centre? Poll Cover

Shocking Number Failing to Measure ROI in the Contact Centre

22 Survey Cover What Is Your Mix of Contact Channels?

What Contact Centre Channels Are Used Most?

Leadership vs Management: Is One a Subset of the Other Poll Cover

Leadership vs. Management: Is One a Subset of the Other?

Can a regional accent make or break the success of a call centre agent cover

The Impact of Accents

which one is most important to you and the Senior Team in telephony featured image poll

What’s Your Most Important Telephony KPI?

how many screens (monitors) do your agents use? Cover

Two Is the Magic Number

22 Survey Cover What Technology Do You Have in Your Contact Centre?

What Technology Is Being Used in Contact Centres?

How Do You Operate Induction Training? Cover

How Do You Operate Induction Training?

Best Practice for Promoting Agents to Team Leaders Cover

Best Practice for Promoting Agents to Team Leaders

What Is Your Average Turnover Rate (Voluntary + Involuntary)? Featured Image

What Is Your Average Turnover Rate (Voluntary + Involuntary)?

22 Survey Cover What Initiatives Do You Currently Have in the Contact Centre?

What Initiatives Are Contact Centres Using?

What Percentage of Your Customers Use a Digital Channel? Poll Cover

What Percentage of Your Customers Use a Digital Channel?

When Placing Outbound Calls, How Important Is It That Your Company Name & Number Show Up on The Call Recipients’ Caller ID?” Featured Image

The Importance of Caller ID

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

How Do Your Attrition Rates Compare?

22 Survey Cover On Average, How Often do Your Home Workers Work From Home?

How Popular Is Working From Home?

What KPI is the most valuable in improving NPS / CSAT?

The Most Valuable KPI to Improve NPS/CSAT

Used Headsets Poll Featured Image

58% of People Would Accept Used Headsets

Which Is Better as a Communication Channel

Which Is Better as a Communication Channel?

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

Should Companies Require the Return of Headsets?

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

Agents Have Trouble Accessing Knowledge for Work

Increasing AHT to Help Improve FCR

Increasing AHT to Help Improve FCR

What are the staffing levels like in your contact centre

Almost Two-Thirds of Contact Centres Understaffed

Christmas Planning Poll Featured Image

Have You Started Your Christmas Planning Yet?

Do you measure call centre agent satisfaction?

Measuring Agent Satisfaction Popular in Call Centres