Less Than Half of Contact Centres Measure First Contact…

Contact Centre Headsets: 2020 Survey Results

How Well Are Contact Centres Managing Quality Assurance?

General Customer Service Findings: 2020 Survey Results

Advisors Are a Key Part of Knowledge Creation

Increasing AHT to Help Improve FCR

58% of People Would Accept Used Headsets

Just 4% of Contact Centres Are Using Speech Analytics

Full-Time Workers Are Not the Most Productive

Latest Trends in Technology, Metrics, and Channel Choice

Contact Centre Cloud Technology: 2020 Survey Results

What Technology Is Being Used in Contact Centres?

55% of Contact Centres Don’t Provide Agents With…

Research Insights – What’s Changing in…

What’s Your Most Important Telephony KPI?

Knowledge Base Information Is Not as Accurate as It…

The Best Methods of Communication to Drive Employee…

20% of Contact Centres have a team to Respond…

Only 2% of Advisors Have Great Levels of Rapport and…

Contact Centres Are Primarily Voice

The Majority of Contact Centres Now Have a VoC Program

How Do Your Attrition Rates Compare?

38% of Industry Professionals Have NEVER Called Their…

What Do Customers Want From Contact Centres?