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Articles - Statistics

Discover our range of materials on using statistics in contact centres to track performance, analyse trends, and drive improvements.

What I've Learned - Chris Merricks

What I’ve Learned From Working in a Contact Centre – Stats Don’t Motivate Everyone

What I've Learned Featured Image

What I’ve Learned From Running a Contact Centre – Know Your Stats

Have Service-Level Stats Outlived their Sell-by Date?

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Do You Include All Abandoned Calls Within Your Statistics?

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Editor's Pick

Thumbnail How to Practice Patience in Customer Service

How to Practice Patience in Customer Service

Thumbnail The Worst Examples of Saying “Sorry” to Customers

The Worst Examples of Saying “Sorry” to Customers

Thumbnail 15 Award-Winning Ideas from Teleperformance Contact Centre

15 Award-Winning Ideas from Teleperformance Contact Centre

Thumbnail Top Tips for Digital Channels – Forecasting and Scheduling

Top Tips for Digital Channels – Forecasting and Scheduling

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Latest Resources

White Paper: Why Customer Satisfaction Is Your Most Valuable Asset

White Paper: Why Customer Satisfaction Is Your Most Valuable Asset

White Paper: How To Drive Contact Centre Effectiveness and ROI

White Paper: How To Drive Contact Centre Effectiveness and ROI

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Upcoming Events

thumbnail advert promoting event NiCE Interactions 2025 International – London

NiCE Interactions 2025 International – London

thumbnail advert promoting event Webinar: Customer Feedback Tactics You Can’t Overlook

Webinar: Customer Feedback Tactics You Can’t Overlook

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How to Build a Customer Journey Framework

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How to Future-Proof Your WFM System for Long-Term ROI

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Featured Articles

Thumbnail Welcome Calls: A Simple Way to Increase Customer Satisfaction

Welcome Calls: A Simple Way to Increase Customer Satisfaction

Thumbnail 15 Clarifying Questions For Customer Service

15 Clarifying Questions For Customer Service

Thumbnail When Is It OK to Hang-Up on a Customer?

When Is It OK to Hang-Up on a Customer?

Thumbnail How to Setup a Call Centre from Scratch – The Checklist

How to Setup a Call Centre from Scratch – The Checklist

Popular Pages

Thumbnail The Top 25 Positive Words and Phrases for Customer Service

The Top 25 Positive Words and Phrases for Customer Service

Thumbnail The Top 50 Words to Describe Yourself on Your CV in 2024

The Top 50 Words to Describe Yourself on Your CV in 2024

Thumbnail Contact Centre Dashboard Excel Template – FREE Download

Contact Centre Dashboard Excel Template – FREE Download

Thumbnail The Phonetic Alphabet and How it Improves Customer Service

The Phonetic Alphabet and How it Improves Customer Service

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Hot Topics : CX - CCaaS - AI - Analytics - WFM

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