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Contact Centre Research

how many screens (monitors) do your agents use? Cover

Two Is the Magic Number

2014 survey report

What Contact Centres Are Doing Right Now (2014 Edition)

How Do You Calculate ROI In Your Contact Centre? Poll Cover

Shocking Number Failing to Measure ROI in the Contact Centre

Most Important Measure of Success

Customer Satisfaction Now the Most Important Measure of Success

Contact Centre or Call Centre? Which do you prefer?

81% of People Prefer Contact Centre to Call Centre

How many applications do your agents use to help a customer

51% Use 3-4 Applications to Help a Customer

2020 Survey Report: Is Your Contact Centre Delivering Exceptional Customer Service?

General Customer Service Findings: 2020 Survey Results

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