Articles - benchmarking

2021 CCH Survey Results Headsets Chapter

461

Contact Centre Headsets: Survey Results

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

303

Video Has a Mainstream Future

What is the Greatest Benefit of a Good Knowledge Base?

334

There Are Three Clear Knowledge Base Benefits

How are Digital Channels Managed with Your WFM Solution?

455

Half of Contact Centres Manually Forecast Digital Channels

What are the Greatest Challenges in Managing Your Knowledge Base?

493

Finding Information Quickly Is the Biggest Challenge

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

113

Advisors Are a Key Part of Knowledge Creation

On Average How Long do Your Callers Wait Before Abandoning?

181

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?

98

Knowledge Base Information Is Not as Accurate as It Could Be

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

131

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?

131

AI Is Set to Take Hold of Contact Centres

How Many Knowledge Sources do Your Advisors Currently Use?

123

Only One in Ten Contact Centres Have a Single Knowledge Source

What Equipment do You Use for Forecasting and Scheduling?

160

Spreadsheets Still Dominate WFM

What is Your Biggest Scheduling Problem?

473

Forecast Volatility Is Causing Scheduling Havoc

What is Your Primary 2022 Priority?

125

Efficiency Rules the Roost

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

1,294

Customer Experience in Contact Centres: Survey Results

What Contact Centres are Doing Right Now Featured Image AI Chapter

597

Artificial Intelligence in the Call Centre: Survey Results

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

2,043

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

2021 survey report

849

2021 Survey Report: What Contact Centres Are Doing Right Now

2020 autumn survey report

669

2020 Survey Report: What Contact Centres Are Doing Right Now

2020 Survey Report: What Contact Centres Are Doing Right Now

144

General Contact Centre Findings: 2020 Survey Results

2020 Survey Report: What Contact Centres Are Doing Right Now

161

Customer and Contact Centre Trends: 2020 Survey Results

2020 Survey Report: What Contact Centres Are Doing Right Now

244

Call Centre Workforce Management: 2020 Survey Results

2020 Survey Report: What Contact Centres Are Doing Right Now

194

Speech Analytics in the Contact Centre: 2020 Survey Results

2020 Survey Report: What Contact Centres Are Doing Right Now

102

Contact Centre Cloud Technology: 2020 Survey Results