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Contact Centre Research

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Finding Information Quickly Is the Biggest Challenge

Finding Information Quickly Is the Biggest Challenge

Process Failures are the Main Reason for Repeat Calls

Process Failures are the Main Reason for Repeat Calls

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

White Paper (2016 Edition): What Contact Centres Are…

The Majority of Contact Centres Handle Their Calls Within Ten Minutes

The Majority of Contact Centres Handle Their Calls…

Quality Scores is the Most Measured Contact Centre KPI

Quality Scores is the Most Measured Contact Centre KPI

Most Contact Centres Support Multiple Languages

Most Contact Centres Support Multiple Languages

Customer Patience Appears to Be at an All-Time Low

Customer Patience Appears to Be at an All-Time Low

The Average Agent/Team Leader Ratio is less than 10

The Average Agent/Team Leader Ratio is less than 10

General Contact Centre Findings: 2020 Survey Results

General Contact Centre Findings: 2020 Survey Results

Contact Centres are Asking Agents to Help Customers on More Than Ten Apps

Contact Centres are Asking Agents to Help Customers on…

Excel Remains an Ever-Popular Forecasting Tool

Excel Remains an Ever-Popular Forecasting Tool

How to Lead CX Through Rapid Change in 2026

How to Lead CX Through Rapid Change in 2026

White Paper: What Contact Centres Are Doing Right Now (2015 Edition)

White Paper: What Contact Centres Are Doing Right Now…

Most Contact Centres have lots of Background Noise in Conversations

Most Contact Centres have lots of Background Noise in…

Measuring Agent Satisfaction Popular in Call Centres

Measuring Agent Satisfaction Popular in Call Centres

Call Centre Workforce Management: 2020 Survey Results

Call Centre Workforce Management: 2020 Survey Results

Less Than 20% of Contact Centres Calculate Customer Effort

Less Than 20% of Contact Centres Calculate Customer Effort

Contact Centre Metrics: 2020 Survey Results

Contact Centre Metrics: 2020 Survey Results

The Impact of Accents

The Impact of Accents

Customer Experience in Contact Centres: 2020 Survey Results

Customer Experience in Contact Centres: 2020 Survey…

Trends in Contact Centre Initiatives

Trends in Contact Centre Initiatives

1 in 5 Contact Centres Have an Email Service Level of More Than One Day

1 in 5 Contact Centres Have an Email Service Level of…

Survey Results: The Most Important Customer Service Skills

Survey Results: The Most Important Customer Service Skills

10-24% of Contact Volumes is Generally Made Up From Repeat Contacts

10-24% of Contact Volumes is Generally Made Up From…

Key Questions to Help You Decide What to Automate

How Can Resource Planners Help Reduce Frontline Stress?

10 Steps to a Better CX Ambassador Programme

8×8 Wins Four Stevie Awards for Technology and Service

Content Guru Wins Two Cloud Excellence Awards

Webinar Replay: Are You Wasting Your CX Data’s Potential?

CX Landscape Report 2026

Upcoming Events

29th September 2026

Deployed Isn’t Done: Turning AI Investment into Customer Outcomes – Webinar

29th September 2026

2026 QATC Annual Conference

What The New Compliance Rules Mean For Your Contact Centre

Customers Still Want Email: Why AI Email Triage Beats Channel Deflection

Upcoming Webinars

Webinar: How to Tackle the Biggest Barriers to Quality Assurance (QA)

Webinar: How to Turn Customer Feedback into Action

Webinar: Should Voice Agents Replace IVRs?