Process Failures are the Main Reason for Repeat Calls

Finding Information Quickly Is the Biggest Challenge

White Paper (2016 Edition): What Contact Centres Are…

The Majority of Contact Centres Handle Their Calls…

Quality Scores is the Most Measured Contact Centre KPI

Most Contact Centres Support Multiple Languages

Contact Centres are Asking Agents to Help Customers on…

The Average Agent/Team Leader Ratio is less than 10

General Contact Centre Findings: 2020 Survey Results

Excel Remains an Ever-Popular Forecasting Tool

White Paper: What Contact Centres Are Doing Right Now…

Most Contact Centres have lots of Background Noise in…

Customer Patience Appears to Be at an All-Time Low

Measuring Agent Satisfaction Popular in Call Centres

How to Lead CX Through Rapid Change in 2026

Less Than 20% of Contact Centres Calculate Customer Effort

Call Centre Workforce Management: 2020 Survey Results

Customer Experience in Contact Centres: 2020 Survey…

Contact Centre Metrics: 2020 Survey Results

1 in 5 Contact Centres Have an Email Service Level of…

Trends in Contact Centre Initiatives

Survey Results: The Most Important Customer Service Skills

The Impact of Accents

10-24% of Contact Volumes is Generally Made Up From…