More Than Half of Contact Centres Send…

Over a Quarter of Customer Contacts are Low Quality

Customer Patience Appears to Be at an All-Time Low

Customer and Contact Centre Trends: 2020 Survey Results

Contact Centres Prioritise Quality and Performance…

Speech Analytics in the Contact Centre: 2020 Survey…

More Than Half of Contact Centres Are Looking to Deploy…

The Future of Call Centres – Remote or Hybrid?

Contact Centres Aren’t Adapting Self-Service…

Nearly Three Fifths of Contact Centres Incentivise…

Phone is the Most Effective Communication Channel

Call Centre Helper Releases Survey Research

New Survey Reveals Surprising Insights Into the Contact…

The Average Customer Churn Rate is 20%

25–34 Year Olds are The Easiest Advisors to Motivate

Benchmark Your Contact Centre With Our New,…

Barriers to Your Dream Contact Centre

The Impact of Accents

Almost Half of Contact Centres Still Forecast Contact…

86% of Contact Centres Crave Empathy and Rapport…

Average Handling Time is not an Agent Target in 41% of…

Changing Business Perceptions of the Contact Centre

Soft Skills Gaps Are More Important for Regular Training…

Most Customer Service Budgets are not Increasing