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Contact Centre Research
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Agents Have Trouble Accessing Knowledge for Work
Increasing AHT to Help Improve FCR
Almost Two-Thirds of Contact Centres Understaffed
Have You Started Your Christmas Planning Yet?
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Contact Centres Are Primarily Voice
Customer Service Prioritised Over Sales When Monitoring Conversations
Soft Skills Gaps Are More Important for Regular Training and Coaching
The Future of Call Centres – Remote or Hybrid?
The Best Methods of Communication to Drive Employee Engagement
Contact Centre Headsets: Survey Results
Video Has a Mainstream Future
There Are Three Clear Knowledge Base Benefits
Half of Contact Centres Manually Forecast Digital Channels
Finding Information Quickly Is the Biggest Challenge
Advisors Are a Key Part of Knowledge Creation
Customer Patience Appears to Be at an All-Time Low
Knowledge Base Information Is Not as Accurate as It Could Be
Analytics Is Most Promising for Identifying Pain Points and Root Cause
AI Is Set to Take Hold of Contact Centres
Only One in Ten Contact Centres Have a Single Knowledge Source
Spreadsheets Still Dominate WFM
Forecast Volatility Is Causing Scheduling Havoc
Efficiency Rules the Roost
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How to Develop Empathy as a Skill in Your Frontline Teams
Tackle the 3 A’s – Absence, Agent Burnout, and Attrition
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