How Do Your Attrition Rates Compare?

How Popular Is Working From Home?

The Most Valuable KPI to Improve NPS/CSAT

58% of People Would Accept Used Headsets

Which Is Better as a Communication Channel?

Should Companies Require the Return of Headsets?

Agents Have Trouble Accessing Knowledge for Work

Increasing AHT to Help Improve FCR

Almost Two-Thirds of Contact Centres Understaffed

Have You Started Your Christmas Planning Yet?

Measuring Agent Satisfaction Popular in Call Centres

Contact Centres Are Primarily Voice

Customer Service Prioritised Over Sales When Monitoring…

Soft Skills Gaps Are More Important for Regular Training…

The Future of Call Centres – Remote or Hybrid?

The Best Methods of Communication to Drive Employee…

Contact Centre Headsets: Survey Results

Video Has a Mainstream Future

There Are Three Clear Knowledge Base Benefits

Half of Contact Centres Manually Forecast Digital Channels

Finding Information Quickly Is the Biggest Challenge

Advisors Are a Key Part of Knowledge Creation

Customer Patience Appears to Be at an All-Time Low

Knowledge Base Information Is Not as Accurate as It…