Contact Centre Headsets: Survey Results

Most Contact Centres Use Platform Stats to Measure Agent…

Are You Ready to Embrace the New Dawn for Quality…

Absenteeism is a Big Problem for Contact Centre…

Forecast Volatility Is Causing Scheduling Havoc

Customer and Contact Centre Trends: 2020 Survey Results

Why It’s Never Been More Important to Embrace Flexibility

More Than Half of Contact Centres Send…

Best Practice for Promoting Agents to Team Leaders

Speech Analytics in the Contact Centre: 2020 Survey…

The Future of Call Centres – Remote or Hybrid?

Increasing AHT to Help Improve FCR

Advisors Are a Key Part of Knowledge Creation

Over a Quarter of Customer Contacts are Low Quality

General Customer Service Findings: 2020 Survey Results

Is Intraday Management Finally About to Get Easier?

Contact Centres Aren’t Adapting Self-Service…

Soft Skills Gaps Are More Important for Regular Training…

Most Contact Centres Still Don’t Measure Customer…

Most Contact Centres Do Not Measure Emotion in Their…

Knowledge Base Information Is Not as Accurate as It…

What’s Your Most Important Telephony KPI?

What Technology Is Being Used in Contact Centres?

The Average Customer Churn Rate is 20%