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Contact Centre Research

‘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

Are your contact centres primarily voice or are you moving to digitizing customer engagements?

Contact Centres Are Primarily Voice

Companies Prioritise Customer Service Over Sales When Monitoring Conversations

Customer Service Prioritised Over Sales When Monitoring Conversations

Soft Skills Gaps are More Important for Regular Training and Coaching

Soft Skills Gaps Are More Important for Regular Training and Coaching

The Future of Call Centres - Remote or Hybrid?

The Future of Call Centres – Remote or Hybrid?

The Best Methods of Communication to Drive Employee Engagement

The Best Methods of Communication to Drive Employee Engagement

2021 CCH Survey Results Headsets Chapter

Contact Centre Headsets: Survey Results

Where Would You Like to See Video Used in Future Contact Centres?

Video Has a Mainstream Future

What is the Greatest Benefit of a Good Knowledge Base?

There Are Three Clear Knowledge Base Benefits

How are Digital Channels Managed with Your WFM Solution?

Half of Contact Centres Manually Forecast Digital Channels

What are the Greatest Challenges in Managing Your Knowledge Base?

Finding Information Quickly Is the Biggest Challenge

As Part of Your Knowledge Management Strategy, Have You…?

Advisors Are a Key Part of Knowledge Creation

On Average How Long do Your Callers Wait Before Abandoning?

Customer Patience Appears to Be at an All-Time Low

On a Scale of 1 - 5, How Accurate is the Information Within Your Knowledge Base?

Knowledge Base Information Is Not as Accurate as It Could Be