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Articles - benchmarking
Next
61
How Popular Is Working From Home?
100
Contact Centre Headsets: Survey Results
69
Video Has a Mainstream Future
130
There Are Three Clear Knowledge Base Benefits
105
Half of Contact Centres Manually Forecast Digital Channels
128
Finding Information Quickly Is the Biggest Challenge
76
Advisors Are a Key Part of Knowledge Creation
141
Customer Patience Appears to Be at an All-Time Low
75
Knowledge Base Information Is Not as Accurate as It Could Be
123
Analytics Is Most Promising for Identifying Pain Points and Root Cause
96
AI Is Set to Take Hold of Contact Centres
69
Only One in Ten Contact Centres Have a Single Knowledge Source
136
Spreadsheets Still Dominate WFM
395
Forecast Volatility Is Causing Scheduling Havoc
69
Efficiency Rules the Roost
1,216
Customer Experience in Contact Centres: Survey Results
608
Artificial Intelligence in the Call Centre: Survey Results
2,132
Contact Centre Benchmarking vs. Balanced Scorecard: Which Is Best?
706
2021 Survey Report: What Contact Centres Are Doing Right Now
930
2020 Survey Report: What Contact Centres Are Doing Right Now
108
General Contact Centre Findings: 2020 Survey Results
95
Customer and Contact Centre Trends: 2020 Survey Results
206
Call Centre Workforce Management: 2020 Survey Results
148
Speech Analytics in the Contact Centre: 2020 Survey Results
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