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Contact Centre Research

2020 Survey Report: Is Your Contact Centre Delivering Exceptional Customer Service?

Customer Experience in Contact Centres: 2020 Survey Results

The Average Customer Churn Rate is 20%

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

What Technology Is Being Used in Contact Centres?

Two people jumping with a chess board representing important skills

Survey Results: The Most Important Customer Service Skills

Do You Have a Customer Access Strategy in Your Call Centre? Poll Cover

How Many Call Centres Are Missing a Customer Access Strategy?

Top reason for attrition poll graph cover

Are Low Wages the Only Reason for High Attrition Rates?

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 measure call centre agent satisfaction?

Measuring Agent Satisfaction Popular in Call Centres

What Impact Does Analytics Have on Your CX Strategy and Decision Making?

Analytics Is Most Promising for Identifying Pain Points and Root Cause

how often do you think that the notes agents take don't tell the story well enough?

Are Agent Notes Capturing the Full Story?

Important Contact Centre metrics

The Most Important Contact Centre Metrics

Think Webchat is 30% Cheaper Than a Phone Call? Think Again

A graph showing the answers to the question "Which KPIs do you measure" with the answers of 58%-first contact resolution, 48%-net promoter score, 18%-customer value, 15%- custoemr effort score, 71%- quality score

Quality Scores is the Most Measured Contact Centre KPI

The Average Contact Centre Cost Per Call is £3.50

What are the staffing levels like in your contact centre

Almost Two-Thirds of Contact Centres Understaffed

The Average Agent/Team Leader Ratio is less than 10

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

Contact Centres Are Primarily Voice

The Best Methods of Communication to Drive Employee Engagement

The Best Methods of Communication to Drive Employee Engagement

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

How Do Your Attrition Rates Compare?

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

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

wfm digital channels contact centre survey results

Contact Centres Struggle With Planning Digital Channels

2021 CCH Survey Results Knowledge Base Challenges

Survey Results: Knowledge Base Challenges

2020 Survey Report: Is Your Contact Centre Delivering Exceptional Customer Service?

Contact Centre Headsets: 2020 Survey Results

What Contact Centres are Doing Right Now survey results customer experience chapter

Customer Experience in Contact Centres: Survey Results