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Articles - survey
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297
What Metrics Are Important to Contact Centres?
91
What Contact Centre Channels Are Used Most?
309
What Technology Is Being Used in Contact Centres?
152
What Initiatives Are Contact Centres Using?
74
How Popular Is Working From Home?
1,014
5 Critical Questions Every Contact Centre Manager Needs to Ask Right Now
135
Contact Centre Headsets: Survey Results
82
Video Has a Mainstream Future
159
There Are Three Clear Knowledge Base Benefits
136
Half of Contact Centres Manually Forecast Digital Channels
150
Finding Information Quickly Is the Biggest Challenge
109
Advisors Are a Key Part of Knowledge Creation
206
Customer Patience Appears to Be at an All-Time Low
103
Knowledge Base Information Is Not as Accurate as It Could Be
140
Analytics Is Most Promising for Identifying Pain Points and Root Cause
109
AI Is Set to Take Hold of Contact Centres
77
Only One in Ten Contact Centres Have a Single Knowledge Source
153
Spreadsheets Still Dominate WFM
414
Forecast Volatility Is Causing Scheduling Havoc
79
Efficiency Rules the Roost
1,298
Customer Experience in Contact Centres: Survey Results
707
Artificial Intelligence in the Call Centre: Survey Results
450
Barriers to Your Dream Contact Centre
884
2021 Survey Report: What Contact Centres Are Doing Right Now
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eBook: AI in Contact Centers: Myths and Ethical Concerns
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