Artificial Intelligence in the Call Centre: Survey Results

It is Most Common for an Agent to Address the Caller as…

The Most Valuable KPI to Improve NPS/CSAT

Call Arrival Patterns has the Greatest Impact Upon…

2020 Survey Report: Is Your Contact Centre Delivering…

White Paper: How Contact Centres Are Delivering…

Spreadsheets do not Replace WFM for Forecasting

Should Companies Require the Return of Headsets?

Giving Recognition is the Best Way to Motivate Agents

A Look Into WFM and What’s Changing in 2026

Many Agents Can Use 4-5 Knowledge Bases When Supporting…

Customer Experience in Contact Centres: Survey Results

There Are Three Clear Knowledge Base Benefits

The Average Contact Centre Cost per Call in 2016 is £3.64

What Contact Centre Channels Are Used Most?

Most People Prefer the Name Contact Centre over Call…

What Metrics Are Important to Contact Centres?

Contact Centres are Using a Wide Range of CRM Systems

1 in 5 Contact Centres Could Covert 30%+ of Their…

The Importance of Caller ID

How AI Is Transforming QA in 2026 and Beyond

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

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

Survey Results: Knowledge Base Challenges