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Contact Centre Research

22 Survey Cover What Is Your Biggest Scheduling Problem?

What Scheduling Problems Are Contact Centres Facing?

12% of contact centres utilizing wellbeing technology

Only 12% of Contact Centres Utilizing Wellbeing Technology

Survey Graph Most cost effective way to improve cx

Self-Service Most Cost-Effective Way to Improve CX

Chatbots reputation in the gutter

Chatbots’ Reputation in the Gutter

2023 Survey Mental Health First Aiders

44% of Contact Centres Have Mental Heath First Aiders

2023 Survey Cover Employee Engagement in Desperate Need of an Overhaul

Is Employee Engagement in Need of an Overhaul?

2023 Survey Contact Centres Not Supporting Vulnerable Customers

Many Contact Centres Not Supporting Vulnerable Customers

how many contact centres are using chatgpt survey results

10% of Contact Centres Already Using ChatGPT – How Do You Compare?

22 Survey Cover What Is Your Mix of Contact Channels?

What Contact Centre Channels Are Used Most?

The Average Contact Centre Cost per Call in 2016 is £3.64

Which Is Better as a Communication Channel

Which Is Better as a Communication Channel?

which one is most important to you and the Senior Team in telephony featured image poll

What’s Your Most Important Telephony KPI?

“Should companies require any company supplied headsets to be returned if/when the employee leaves?”

Should Companies Require the Return of Headsets?

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