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Contact Centre Research

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Almost Half of Contact Centres Still Forecast Contact Volumes Manually

Almost Half of Contact Centres Still Forecast Contact…

Why Aren’t Chatbots Delivering?

Why Aren’t Chatbots Delivering?

Shocking Number of Agents Being Sexually Harassed by Callers

Shocking Number of Agents Being Sexually Harassed by…

Research Insights – What’s Changing in Workforce Management?

Research Insights – What’s Changing in…

Most Customer Service Budgets are not Increasing

Most Customer Service Budgets are not Increasing

What Are the Most Popular Methods to Gather Customer Feedback?

What Are the Most Popular Methods to Gather Customer…

Can AI Really Make Customers Happier?

Can AI Really Make Customers Happier?

How Do Your Attrition Rates Compare?

How Do Your Attrition Rates Compare?

Less Than Half of Contact Centres Measure First Contact Resolution

Less Than Half of Contact Centres Measure First Contact…

Are Agent Notes Capturing the Full Story?

Are Agent Notes Capturing the Full Story?

20% of Contact Centres have a team to Respond Immediately to Complaints

20% of Contact Centres have a team to Respond…

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

What Is Your Average Turnover Rate (Voluntary +…

Full-Time Workers Are Not the Most Productive

Full-Time Workers Are Not the Most Productive

Agents Have Trouble Accessing Knowledge for Work

Agents Have Trouble Accessing Knowledge for Work

Contact Centres Are Primarily Voice

Contact Centres Are Primarily Voice

What Initiatives Are Contact Centres Using?

What Initiatives Are Contact Centres Using?

Who Leads the SFA CRM Space in 2024?

Who Leads the SFA CRM Space in 2024?

Which Is Better as a Communication Channel?

Which Is Better as a Communication Channel?

Spreadsheets Still Dominate WFM

Spreadsheets Still Dominate WFM

What Do Customers Want From Contact Centres?

What Do Customers Want From Contact Centres?

The Best Methods of Communication to Drive Employee Engagement

The Best Methods of Communication to Drive Employee…

Only One in Ten Contact Centres Have a Single Knowledge Source

Only One in Ten Contact Centres Have a Single Knowledge…

Most Contact Centre Managers Call Their Own Contact Centre Every Month

Most Contact Centre Managers Call Their Own Contact…

Just 4% of Contact Centres Are Using Speech Analytics

Just 4% of Contact Centres Are Using Speech Analytics

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