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Contact Centre Research

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

Most Contact Centres Monitor Less Than Six Calls Per…

White Paper (2017 Edition): What Contact Centres Are Doing Right Now

White Paper (2017 Edition): What Contact Centres Are…

The Average Contact Centre Cost Per Call is £3.50

The Average Contact Centre Cost Per Call is £3.50

2019 Survey Report: Is Your Contact Centre Delivering Exceptional Customer Service?

2019 Survey Report: Is Your Contact Centre Delivering…

Contact Centre Technology Trends

Contact Centre Technology Trends

Customer Satisfaction is Deemed the Most Important Measure of Success

Customer Satisfaction is Deemed the Most Important…

2019 Survey Report: What Contact Centres Are Doing Right Now

2019 Survey Report: What Contact Centres Are Doing Right…

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…

Over 60% of Contact Centres Measure First Call Resolution

Over 60% of Contact Centres Measure First Call Resolution

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…

Contact Centre Shift Patterns: The Latest Findings

Contact Centre Shift Patterns: The Latest Findings

2018 Survey Report: What Contact Centres Are Doing Right Now

2018 Survey Report: What Contact Centres Are Doing Right…

Multi-skill Best for Contact Centres

Multi-skill Best for Contact Centres

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

80% of Contact Centre Professionals Have Never Been…

Missing Opportunities With Voice of the Customer Data

Missing Opportunities With Voice of the Customer Data

Multichannel Contact Centres: Voice Remains the Channel of Choice

Multichannel Contact Centres: Voice Remains the Channel…

2020 Survey Report: What Contact Centres Are Doing Right Now

2020 Survey Report: What Contact Centres Are Doing Right…

2021 Survey Report: What Contact Centres Are Doing Right Now

2021 Survey Report: What Contact Centres Are Doing Right…

The Most Important Contact Centre Metrics

The Most Important Contact Centre Metrics

Contact Centres Struggle to Measure Quality Monitoring Correctly

Contact Centres Struggle to Measure Quality Monitoring…

Card Security is Dealt with Pause and Resume Call Recordings

Card Security is Dealt with Pause and Resume Call…

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

The Average Contact Centre Handling Time (AHT) is…

Think Webchat is 30% Cheaper Than a Phone Call? Think Again

Think Webchat is 30% Cheaper Than a Phone Call? Think…

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

47% of Contact Centres use Average Handling Time (AHT)…

Key Questions to Help You Decide What to Automate

How Can Resource Planners Help Reduce Frontline Stress?

10 Steps to a Better CX Ambassador Programme

8×8 Wins Four Stevie Awards for Technology and Service

Content Guru Wins Two Cloud Excellence Awards

Webinar Replay: Are You Wasting Your CX Data’s Potential?

CX Landscape Report 2026

Upcoming Events

29th September 2026

Deployed Isn’t Done: Turning AI Investment into Customer Outcomes – Webinar

29th September 2026

2026 QATC Annual Conference

What The New Compliance Rules Mean For Your Contact Centre

Customers Still Want Email: Why AI Email Triage Beats Channel Deflection

Upcoming Webinars

Webinar: How to Tackle the Biggest Barriers to Quality Assurance (QA)

Webinar: How to Turn Customer Feedback into Action

Webinar: Should Voice Agents Replace IVRs?