Articles - ProcedureFlow

Barriers to Your Dream Contact Centre

446

Barriers to Your Dream Contact Centre

Contact Centre Initiatives

936

Trends in Contact Centre Initiatives

Contact Centre Perception

481

Changing Business Perceptions of the Contact Centre

Important Contact Centre metrics

1,929

The Most Important Contact Centre Metrics

2021 survey report

319

2021 Survey Report: What Contact Centres Are Doing Right Now

2021 Survey Results Contact Centre Multichannel Mix

1,065

Multichannel Contact Centres: Voice Remains the Channel of Choice

Survey 2021 Contact Centre Technology

1,358

Contact Centre Technology Trends

An image of a clock and a calendar representing shift patterns

998

Contact Centre Shift Patterns: The Latest Findings

2021 CCH Survey Results Knowledge Base Challenges

607

Survey Results: Knowledge Base Challenges

Two people jumping with a chess board representing important skills

583

Survey Results: The Most Important Customer Service Skills

A picture of a persons head with code in front of it

97

3 Trends for the Future of Contact Centre Training

training-woman-headset

Improve Your Training Program With Work-From-Home Agents

Homeworker Wearing a Headset

56

How to Adapt to a Blended Work Model

A picture if the letter Q and A

59

Customer Experience: A Q&A with Jeff Toister

A picture of a yacht race

2001 or 2021: Are Contact Centres Keeping Up?

A photo of someone with a skipping jump

58

Why Your Agents Need Answers Fast

A picture of someone resting their head on a block

75

How to Know if Your Knowledge Base Is Holding You Back

A picture of a laptop with internet icons

81

Top 3 Reasons You Hate Your Knowledge Base

A picture of sketched business icons and a coffee cup with the words - time for training

200

Case Study: Contact Centre Reduces Training Time by 50%

A picture of a downwards arrow

63

Case Study: Medavie Blue Cross Decrease Call Escalations by 40%

A picture of a cartoon sprinter

Case Study: NB Power Improve and Speed-Up Their Induction Training

A picture of a pink alarm clock

130

Case Study: Contact Centre Reduces Average Handle Time by 12%

A picture of a sand timer

122

Case Study: RFP Reducing Contact Centre Training Time by Over 90%

A photo of some on a pile of books

183

8 Cross-Industry Knowledge Management Strategies

Latest Reports

report image for $projectTitle

Report

Survey Report: What Contact Centres Are Doing Right Now (2021 Edition)