Most Contact Centres Monitor Less Than Six Calls Per…

White Paper (2017 Edition): What Contact Centres Are…

The Average Contact Centre Cost Per Call is £3.50

Contact Centre Technology Trends

2019 Survey Report: Is Your Contact Centre Delivering…

Over 30% of Contact Centres Would Not be Confident in…

Customer Satisfaction is Deemed the Most Important…

An Agent Can Handle No More Than 3 Webchats at the Same…

Multi-skill Best for Contact Centres

Over 60% of Contact Centres Measure First Call Resolution

80% of Contact Centre Professionals Have Never Been…

2019 Survey Report: What Contact Centres Are Doing Right…

Missing Opportunities With Voice of the Customer Data

2018 Survey Report: What Contact Centres Are Doing Right…

Contact Centres Struggle to Measure Quality Monitoring…

Card Security is Dealt with Pause and Resume Call…

Multichannel Contact Centres: Voice Remains the Channel…

The Most Important Contact Centre Metrics

Contact Centre Shift Patterns: The Latest Findings

Think Webchat is 30% Cheaper Than a Phone Call? Think…

The Average Contact Centre Handling Time (AHT) is…

2020 Survey Report: What Contact Centres Are Doing Right…

Call Arrival Patterns has the Greatest Impact Upon…

47% of Contact Centres use Average Handling Time (AHT)…