Contact Centre Research

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RECENT
POPULAR
46% of Contact Centres find it Very Difficult or Impossible to get Extra Budget
Excel Remains an Ever-Popular Forecasting Tool
Most Customer Service Budgets are not Increasing
38% of Industry Professionals Have NEVER Called Their Own Contact Centre
Almost 20% of Contact Centre Mangers Problem Solve Once a Month
Most Contact Centre Managers Call Their Own Contact Centre Every Month
10% of contact centres never schedule training
20% of Contact Centres have a team to Respond Immediately to Complaints
The Average Customer Lifetime Value is over £1000
Less Than 20% of Contact Centres Calculate Customer Effort
2016 autumn survey report
White Paper (2016 Edition): What Contact Centres Are Doing Right Now
Only 2% of Advisors Have Great Levels of Rapport and Empathy
Less Than Half of Contact Centres Measure First Contact Resolution
More Than Half of Contact Centres Send ‘No-Reply’ Emails to Customers
The Majority of Contact Centres Now Have a VoC Program
Just 60% of Organisations Are Considered to be Good at Building Rapport
20% of Contact Centres Update Their Customer Journey Maps Monthly
Most Contact Centres Still Don’t Measure Customer Emotion in Their Metrics
A graph demonstrating "Which performance management tools do you use?" with 80%- spreadsheets, 75%-Call Recordings 22%- WFM Software, 13%- Agent Evaluation Software, 4% Speech Analytics
Just 4% of Contact Centres Are Using Speech Analytics
Nearly Three Fifths of Contact Centres Incentivise “Going the Extra Mile”
Most Contact Centres Use Platform Stats to Measure Agent Performance
Most Contact Centres Do Not Measure Emotion in Their Metrics
More Than Half of Contact Centres Are Looking to Deploy Speech Analytics
Contact Centres Prioritise Quality and Performance Speech Analytics
 
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