Articles - benchmarking

22 Survey Cover On Average, How Often do Your Home Workers Work From Home?

61

How Popular Is Working From Home?

2021 CCH Survey Results Headsets Chapter

100

Contact Centre Headsets: Survey Results

Where Would You Like to See Video Used in Future Contact Centres?

69

Video Has a Mainstream Future

What is the Greatest Benefit of a Good Knowledge Base?

130

There Are Three Clear Knowledge Base Benefits

How are Digital Channels Managed with Your WFM Solution?

105

Half of Contact Centres Manually Forecast Digital Channels

What are the Greatest Challenges in Managing Your Knowledge Base?

128

Finding Information Quickly Is the Biggest Challenge

As Part of Your Knowledge Management Strategy, Have You…?

76

Advisors Are a Key Part of Knowledge Creation

On Average How Long do Your Callers Wait Before Abandoning?

141

Customer Patience Appears to Be at an All-Time Low

On a Scale of 1 - 5, How Accurate is the Information Within Your Knowledge Base?

75

Knowledge Base Information Is Not as Accurate as It Could Be

What Impact Does Analytics Have on Your CX Strategy and Decision Making?

123

Analytics Is Most Promising for Identifying Pain Points and Root Cause

Over the Next 5 Years, Which Trend Will Have the Biggest Impact on Contact Centres?

96

AI Is Set to Take Hold of Contact Centres

How Many Knowledge Sources do Your Advisors Currently Use?

69

Only One in Ten Contact Centres Have a Single Knowledge Source

What Equipment do You Use for Forecasting and Scheduling?

136

Spreadsheets Still Dominate WFM

What is Your Biggest Scheduling Problem?

395

Forecast Volatility Is Causing Scheduling Havoc

What is Your Primary 2022 Priority?

69

Efficiency Rules the Roost

What Contact Centres are Doing Right Now survey results customer experience chapter

1,216

Customer Experience in Contact Centres: Survey Results

What Contact Centres are Doing Right Now Featured Image AI Chapter

608

Artificial Intelligence in the Call Centre: Survey Results

Versus screen. Fight backgrounds against each other, Yellow vs red.

2,132

Contact Centre Benchmarking vs. Balanced Scorecard: Which Is Best?

2021 survey report

706

2021 Survey Report: What Contact Centres Are Doing Right Now

2020 autumn survey report

930

2020 Survey Report: What Contact Centres Are Doing Right Now

2020 Survey Report: What Contact Centres Are Doing Right Now

108

General Contact Centre Findings: 2020 Survey Results

2020 Survey Report: What Contact Centres Are Doing Right Now

95

Customer and Contact Centre Trends: 2020 Survey Results

2020 Survey Report: What Contact Centres Are Doing Right Now

206

Call Centre Workforce Management: 2020 Survey Results

2020 Survey Report: What Contact Centres Are Doing Right Now

148

Speech Analytics in the Contact Centre: 2020 Survey Results