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Contact Centre Research

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81% of People Prefer Contact Centre to Call Centre

81% of People Prefer Contact Centre to Call Centre

Contact Centre Shift Patterns: The Latest Findings

Contact Centre Shift Patterns: The Latest Findings

Customer Satisfaction Now the Most Important Measure of Success

Customer Satisfaction Now the Most Important Measure of…

51% Use 3-4 Applications to Help a Customer

51% Use 3-4 Applications to Help a Customer

Survey Results: Knowledge Base Challenges

Survey Results: Knowledge Base Challenges

Survey Results: The Most Important Customer Service Skills

Survey Results: The Most Important Customer Service Skills

New Survey Reveals Surprising Insights Into the Contact Centre Industry

New Survey Reveals Surprising Insights Into the Contact…

Benchmark Your Contact Centre With Our New, Industry-Leading Report

Benchmark Your Contact Centre With Our New,…

Contact Centres Aren’t Adapting Self-Service Systems After Installation

Contact Centres Aren’t Adapting Self-Service…

Over a Quarter of Customer Contacts are Low Quality

Over a Quarter of Customer Contacts are Low Quality

Contact Centres Prioritise Quality and Performance Speech Analytics

Contact Centres Prioritise Quality and Performance…

More Than Half of Contact Centres Are Looking to Deploy Speech Analytics

More Than Half of Contact Centres Are Looking to Deploy…

Most Contact Centres Do Not Measure Emotion in Their Metrics

Most Contact Centres Do Not Measure Emotion in Their…

Most Contact Centres Use Platform Stats to Measure Agent Performance

Most Contact Centres Use Platform Stats to Measure Agent…

Nearly Three Fifths of Contact Centres Incentivise “Going the Extra Mile”

Nearly Three Fifths of Contact Centres Incentivise…

Just 4% of Contact Centres Are Using Speech Analytics

Just 4% of Contact Centres Are Using Speech Analytics

Most Contact Centres Still Don’t Measure Customer Emotion in Their Metrics

Most Contact Centres Still Don’t Measure Customer…

20% of Contact Centres Update Their Customer Journey Maps Monthly

20% of Contact Centres Update Their Customer Journey…

Just 60% of Organisations Are Considered to be Good at Building Rapport

Just 60% of Organisations Are Considered to be Good at…

The Majority of Contact Centres Now Have a VoC Program

The Majority of Contact Centres Now Have a VoC Program

More Than Half of Contact Centres Send ‘No-Reply’ Emails to Customers

More Than Half of Contact Centres Send…

Less Than Half of Contact Centres Measure First Contact Resolution

Less Than Half of Contact Centres Measure First Contact…

Only 2% of Advisors Have Great Levels of Rapport and Empathy

Only 2% of Advisors Have Great Levels of Rapport and…

47% of Contact Centres use Average Handling Time (AHT) to Target Agents

47% of Contact Centres use Average Handling Time (AHT)…

What Is Our Metric Fixation Really Costing Us?

Keep Your Finger on the Pulse of What Agents Think

Tactics to Manage QA Well During Seasonal Peaks

Five9 Named a Leader for Ninth Time

Content Guru Recognised for 12th Consecutive Year

Webinar Replay: How to Turn Customer Feedback into Action

eBook: Capacity Planning for Contact Centre BPOs

Upcoming Events

26th October 2026

ICMI Contact Center Expo 2026

27th October 2026

The Intelligence Gap Shaping the Future of Customer Automation – Webinar

Q&A: The Role of AI When Every Second Counts

Why QA and CSAT Scores Don’t Always Match

Upcoming Webinars

Webinar: Should Voice Agents Replace IVRs?

Webinar: Are These Adoption Mistakes Derailing Your AI Strategy?

Webinar: 10 Ways to Make 2027 a CX Success