Knowledge Base Information Is Not as Accurate as It…

Changing Business Perceptions of the Contact Centre

New Survey Reveals Surprising Insights Into the Contact…

Call Centre Helper Releases Survey Research

What Does It Really Take to Run a People-First Operation?

58% of People Would Accept Used Headsets

Nearly Three Fifths of Contact Centres Incentivise…

Debate Rages On About Whether Voicemails Count as…

86% of Contact Centres Crave Empathy and Rapport…

More Than Half of Contact Centres Are Looking to Deploy…

Contact Centres Prioritise Quality and Performance…

25–34 Year Olds are The Easiest Advisors to Motivate

Latest Trends in Technology, Metrics, and Channel Choice

Phone is the Most Effective Communication Channel

Benchmark Your Contact Centre With Our New,…

Barriers to Your Dream Contact Centre

Contact Centre Cloud Technology: 2020 Survey Results

Which Shifts Are Contact Centres Using?

What Scheduling Problems Are Contact Centres Facing?

Almost Half of Contact Centres Still Forecast Contact…

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

Are You Doing Enough to Future-Proof Your Agents?

Most Customer Service Budgets are not Increasing

Are Low Wages the Only Reason for High Attrition Rates?