Latest Trends in Technology, Metrics, and Channel Choice

Industry Stepping Up With Wellbeing and DE&I…

How Are Contact Centres Delivering Great CX?

How Well Are Contact Centres Managing Quality Assurance?

Research Insights – What’s Changing in…

Research Insights – Where Are Contact Centres on…

Who Leads the SFA CRM Space in 2024?

How Well Are Contact Centres Managing Advisor Experience…

Many Contact Centres Not Supporting Vulnerable Customers

Spreadsheets Still Dominate the Quality Process

Is Employee Engagement in Need of an Overhaul?

Who Leads the CRM Space?

44% of Contact Centres Have Mental Heath First Aiders

Most Contact Centres Struggling With QA Engagement

Self-Service Most Cost-Effective Way to Improve CX

Chatbots’ Reputation in the Gutter

Only 12% of Contact Centres Utilizing Wellbeing Technology

10% of Contact Centres Already Using ChatGPT – How…

A Third of Callers Too Impatient to Wait More Than 1…

Contact Centres Struggle With Planning Digital Channels

Only a Quarter of Contact Centres Have an AI Strategy in…

15% of Contact Centres Expect Agents to Handle More Than…

Debate Rages On About Whether Voicemails Count as…

How Call Centres Are Being Shared With the Wider Company