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Contact Centre Research

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Most Contact Centres Support Multiple Languages

Most Contact Centres Support Multiple Languages

The Majority of Contact Centres Handle Their Calls Within Ten Minutes

The Majority of Contact Centres Handle Their Calls…

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

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

Card Security is Dealt with Pause and Resume Call Recordings

Card Security is Dealt with Pause and Resume Call…

Over 60% of Contact Centres Measure First Call Resolution

Over 60% of Contact Centres Measure First Call Resolution

What Contact Centres Are Doing Right Now (2014 Edition)

What Contact Centres Are Doing Right Now (2014 Edition)

The Average Contact Centre Cost Per Call is £3.50

The Average Contact Centre Cost Per Call is £3.50

1 in 5 Contact Centres Could Covert 30%+ of Their Traffic to Self Service

1 in 5 Contact Centres Could Covert 30%+ of Their…

Giving Recognition is the Best Way to Motivate Agents

Giving Recognition is the Best Way to Motivate Agents

An Agent Can Handle No More Than 3 Webchats at the Same Time

An Agent Can Handle No More Than 3 Webchats at the Same…

Quality Scores is the Most Measured Contact Centre KPI

Quality Scores is the Most Measured Contact Centre KPI

Phone is the Most Effective Communication Channel

Phone is the Most Effective Communication Channel

Absenteeism is a Big Problem for Contact Centre Supervisors

Absenteeism is a Big Problem for Contact Centre…

Contact Centres Struggle to Measure Quality Monitoring Correctly

Contact Centres Struggle to Measure Quality Monitoring…

Multi-skill Best for Contact Centres

Multi-skill Best for Contact Centres

Most Contact Centres Monitor Less Than Six Calls Per Agent Every Month

Most Contact Centres Monitor Less Than Six Calls Per…

Customer Satisfaction is Deemed the Most Important Measure of Success

Customer Satisfaction is Deemed the Most Important…

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

Over 30% of Contact Centres Would Not be Confident in…

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

The Average Contact Centre Handling Time (AHT) is…

Call Arrival Patterns has the Greatest Impact Upon Forecast Accuracy

Call Arrival Patterns has the Greatest Impact Upon…

Most Contact Centres have lots of Background Noise in Conversations

Most Contact Centres have lots of Background Noise in…

Most People Prefer the Name Contact Centre over Call Centre

Most People Prefer the Name Contact Centre over Call…

Spreadsheets do not Replace WFM for Forecasting

Spreadsheets do not Replace WFM for Forecasting

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

80% of Contact Centre Professionals Have Never Been…

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

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