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Contact Centre Research

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

Nucleus Research CRM Technology Value Matrix 2023

Who Leads the CRM Space?

SFA Technology Value Matrix 2024

Who Leads the SFA CRM Space in 2024?

Soft Skills Gaps are More Important for Regular Training and Coaching

Soft Skills Gaps Are More Important for Regular Training and Coaching

Contact-Centre-or-Call-Centre

Most People Prefer the Name Contact Centre over Call Centre

22 Survey Graph To Create Your Metric Scores, How Frequently Do You Ask Customers to Complete a Post-Contact Survey?

How Often Do You Ask for a Post-Contact Survey?

Only a Quarter of Contact Centres Have an AI Strategy in Place

Advisor Experience and Engagement Chapter Cover 2023

How Well Are Contact Centres Managing Advisor Experience & Engagement?

How Many Knowledge Sources do Your Advisors Currently Use?

Only One in Ten Contact Centres Have a Single Knowledge Source

2021 Survey Results Contact Centre Multichannel Mix

Multichannel Contact Centres: Voice Remains the Channel of Choice

What is the Greatest Benefit of a Good Knowledge Base?

There Are Three Clear Knowledge Base Benefits

A graph depicting "Which CRM system do you use" 12% - Microsoft CRM Dynamics, 1% - Netsuite, 15% - Oracle, 9% - Salesforce, 6% - Right Now, 3% - Sugar CRM, 14% - SAP, 15% - In house, and 25% - Other

Contact Centres are Using a Wide Range of CRM Systems

How-many-knowledge-sources-do-your-agents-currently-use

Many Agents Can Use 4-5 Knowledge Bases When Supporting Customers

How-many-applications-do-your-agents-use-to-help-a-customer

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

A graph showing the answers to the question "Which factor most affects your forecast accuracy" with the answers of 26%-the weather, 23%-mailings, 21%-marketing, 3%-disasters, 27%-call arrival patterns

Call Arrival Patterns has the Greatest Impact Upon Forecast Accuracy

86% of Contact Centres Crave Empathy and Rapport Building Skills

Have-you-ever-been-offered-voice-training

80% of Contact Centre Professionals Have Never Been Offered Voice Training

How-much-background-noise-is-there-in-your-Call-Centre-Conversations

Most Contact Centres have lots of Background Noise in Conversations

Average Handling Time Poll

The Average Contact Centre Handling Time (AHT) is Between 5-9 Minutes

20.What-challenges-do-you-face-in-improving-Quality-Monitoring-and-Performance-Management

Contact Centres Struggle to Measure Quality Monitoring Correctly

Multi-skill-or-single-skill

Multi-skill Best for Contact Centres

How-confident-are-you-that-your-Contact-Centre-could-cope-with-a-significant-increase-in-call-volumes

Over 30% of Contact Centres Would Not be Confident in Handling a Rise in Call Volumes

A graph showing the answers to the question "Which is the most important measure of success for you" with the answers of 7%-customer effort score, 23%-first contact resolution, 47%-customer satisfaction, 11%-net promoter score, 12%- average handle time

Customer Satisfaction is Deemed the Most Important Measure of Success