2021 Survey Report: What Contact Centres Are Doing Right…

Spreadsheets do not Replace WFM for Forecasting

2020 Survey Report: Is Your Contact Centre Delivering…

Artificial Intelligence in the Call Centre: Survey Results

White Paper: How Contact Centres Are Delivering…

Giving Recognition is the Best Way to Motivate Agents

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

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

Most People Prefer the Name Contact Centre over Call…

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

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

Contact Centres are Using a Wide Range of CRM Systems

Customer Experience in Contact Centres: Survey Results

The Importance of Caller ID

Process Failures are the Main Reason for Repeat Calls

Contact Centres are Asking Agents to Help Customers on…

Should Companies Require the Return of Headsets?

There Are Three Clear Knowledge Base Benefits

Most Contact Centres have lots of Background Noise in…

Survey Results: Knowledge Base Challenges

Excel Remains an Ever-Popular Forecasting Tool

Quality Scores is the Most Measured Contact Centre KPI

White Paper: What Contact Centres Are Doing Right Now…

The Average Agent/Team Leader Ratio is less than 10