Almost Half of Contact Centres Still Forecast Contact…

Excel Remains an Ever-Popular Forecasting Tool

46% of Contact Centres find it Very Difficult or…

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

Only 8% of Contact Centres Survey Their Employees Monthly

86% of Contact Centres Crave Empathy and Rapport…

It is Most Common for an Agent to Address the Caller as…

Think Webchat is 30% Cheaper Than a Phone Call? Think…

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

Process Failures are the Main Reason for Repeat Calls

Contact Centres Love Using Wallboards

Most Contact Centres Support Multiple Languages

The Majority of Contact Centres Handle Their Calls…

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

Card Security is Dealt with Pause and Resume Call…

Over 60% of Contact Centres Measure First Call Resolution

What Contact Centres Are Doing Right Now (2014 Edition)

The Average Contact Centre Cost Per Call is £3.50

1 in 5 Contact Centres Could Covert 30%+ of Their…

Giving Recognition is the Best Way to Motivate Agents

An Agent Can Handle No More Than 3 Webchats at the Same…

Quality Scores is the Most Measured Contact Centre KPI

Phone is the Most Effective Communication Channel

Absenteeism is a Big Problem for Contact Centre…