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

The Most Valuable KPI to Improve NPS/CSAT

The Majority of Contact Centres Handle Their Calls…

Less Than 20% of Contact Centres Calculate Customer Effort

General Contact Centre Findings: 2020 Survey Results

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

What Metrics Are Important to Contact Centres?

Most Contact Centres Use Platform Stats to Measure Agent…

Absenteeism is a Big Problem for Contact Centre…

Trends in Contact Centre Initiatives

Finding Information Quickly Is the Biggest Challenge

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

Measuring Agent Satisfaction Popular in Call Centres

Call Centre Workforce Management: 2020 Survey Results

Most Contact Centres Support Multiple Languages

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

What Contact Centre Channels Are Used Most?

Contact Centre Headsets: Survey Results

Customer Experience in Contact Centres: 2020 Survey…

Survey Results: The Most Important Customer Service Skills

Most Contact Centres Do Not Measure Emotion in Their…

Forecast Volatility Is Causing Scheduling Havoc

Most Contact Centres Still Don’t Measure Customer…

Contact Centre Metrics: 2020 Survey Results