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Contact Centres Struggle to Measure Quality Monitoring Correctly

Contact Centres Struggle to Measure Quality Monitoring…

Multi-skill Best for Contact Centres

Multi-skill Best for Contact Centres

Most Contact Centres Monitor Less Than Six Calls Per Agent Every Month

Most Contact Centres Monitor Less Than Six Calls Per…

Customer Satisfaction is Deemed the Most Important Measure of Success

Customer Satisfaction is Deemed the Most Important…

Over 30% of Contact Centres Would Not be Confident in Handling a Rise in Call Volumes

Over 30% of Contact Centres Would Not be Confident in…

The Average Contact Centre Handling Time (AHT) is Between 5-9 Minutes

The Average Contact Centre Handling Time (AHT) is…

Call Arrival Patterns has the Greatest Impact Upon Forecast Accuracy

Call Arrival Patterns has the Greatest Impact Upon…

Most Contact Centres have lots of Background Noise in Conversations

Most Contact Centres have lots of Background Noise in…

Most People Prefer the Name Contact Centre over Call Centre

Most People Prefer the Name Contact Centre over Call…

Spreadsheets do not Replace WFM for Forecasting

Spreadsheets do not Replace WFM for Forecasting

80% of Contact Centre Professionals Have Never Been Offered Voice Training

80% of Contact Centre Professionals Have Never Been…

Contact Centres are Asking Agents to Help Customers on More Than Ten Apps

Contact Centres are Asking Agents to Help Customers on…

Many Agents Can Use 4-5 Knowledge Bases When Supporting Customers

Many Agents Can Use 4-5 Knowledge Bases When Supporting…

Contact Centres are Using a Wide Range of CRM Systems

Contact Centres are Using a Wide Range of CRM Systems

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Top Stories

How to Deal with That Awkward Agent

7 Ways You’re Punishing Your Best Agents Right Now

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