The Average Customer Churn Rate is 20%

Latest Trends in Technology, Metrics, and Channel Choice

What Does It Really Take to Run a People-First Operation?

Changing Business Perceptions of the Contact Centre

New Survey Reveals Surprising Insights Into the Contact…

Call Centre Helper Releases Survey Research

58% of People Would Accept Used Headsets

Debate Rages On About Whether Voicemails Count as…

Nearly Three Fifths of Contact Centres Incentivise…

Are You Doing Enough to Future-Proof Your Agents?

How Well Are Contact Centres Managing Quality Assurance?

More Than Half of Contact Centres Are Looking to Deploy…

86% of Contact Centres Crave Empathy and Rapport…

Contact Centres Prioritise Quality and Performance…

25–34 Year Olds are The Easiest Advisors to Motivate

Barriers to Your Dream Contact Centre

Phone is the Most Effective Communication Channel

What Scheduling Problems Are Contact Centres Facing?

Why Measuring Empathy in Digital Channels Really Matters

Contact Centre Cloud Technology: 2020 Survey Results

Benchmark Your Contact Centre With Our New,…

Which Shifts Are Contact Centres Using?

Are Low Wages the Only Reason for High Attrition Rates?

Average Handling Time is not an Agent Target in 41% of…