Analytics Is Most Promising for Identifying Pain Points…

81% of People Prefer Contact Centre to Call Centre

Shocking Number of Agents Being Sexually Harassed by…

How Popular Is Working From Home?

Customer Satisfaction Now the Most Important Measure of…

Video Has a Mainstream Future

A Third of Callers Too Impatient to Wait More Than 1…

Customer Service Prioritised Over Sales When Monitoring…

51% Use 3-4 Applications to Help a Customer

Are Low Wages the Only Reason for High Attrition Rates?

Spreadsheets Still Dominate the Quality Process

Almost 20% of Contact Centre Mangers Problem Solve Once…

Efficiency Rules the Roost

What Is Your Average Turnover Rate (Voluntary +…

10% of Contact Centres Already Using ChatGPT – How…

What Percentage of Your Customers Use a Digital Channel?

Most Contact Centres Struggling With QA Engagement

How Well Are Contact Centres Managing Advisor Experience…

Just 60% of Organisations Are Considered to be Good at…

Industry Stepping Up With Wellbeing and DE&I…

Research Insights – Where Are Contact Centres on…

How Often Do You Ask for a Post-Contact Survey?

Have You Started Your Christmas Planning Yet?

Only a Quarter of Contact Centres Have an AI Strategy in…