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Articles - survey
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167
How Popular Is Working From Home?
856
5 Critical Questions Every Contact Centre Manager Needs to Ask Right Now
104
Contact Centre Headsets: Survey Results
73
Video Has a Mainstream Future
137
There Are Three Clear Knowledge Base Benefits
114
Half of Contact Centres Manually Forecast Digital Channels
134
Finding Information Quickly Is the Biggest Challenge
113
Advisors Are a Key Part of Knowledge Creation
149
Customer Patience Appears to Be at an All-Time Low
80
Knowledge Base Information Is Not as Accurate as It Could Be
133
Analytics Is Most Promising for Identifying Pain Points and Root Cause
103
AI Is Set to Take Hold of Contact Centres
77
Only One in Ten Contact Centres Have a Single Knowledge Source
141
Spreadsheets Still Dominate WFM
398
Forecast Volatility Is Causing Scheduling Havoc
78
Efficiency Rules the Roost
1,234
Customer Experience in Contact Centres: Survey Results
634
Artificial Intelligence in the Call Centre: Survey Results
428
Barriers to Your Dream Contact Centre
742
2021 Survey Report: What Contact Centres Are Doing Right Now
924
2020 Survey Report: What Contact Centres Are Doing Right Now
120
General Contact Centre Findings: 2020 Survey Results
104
Customer and Contact Centre Trends: 2020 Survey Results
224
Call Centre Workforce Management: 2020 Survey Results
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