8 Benchmarks for Improving Live Chat Performance

2024 Survey Report: What Contact Centres Are Doing Right…

Latest Trends in Technology, Metrics, and Channel Choice

Industry Stepping Up With Wellbeing and DE&I…

How Are Contact Centres Delivering Great CX?

How Well Are Contact Centres Managing Quality Assurance?

Research Insights – What’s Changing in…

Research Insights – Where Are Contact Centres on…

Many Contact Centres Not Supporting Vulnerable Customers

Spreadsheets Still Dominate the Quality Process

Is Employee Engagement in Need of an Overhaul?

44% of Contact Centres Have Mental Heath First Aiders

Most Contact Centres Struggling With QA Engagement

Self-Service Most Cost-Effective Way to Improve CX

Chatbots’ Reputation in the Gutter

Only 12% of Contact Centres Utilizing Wellbeing Technology

10% of Contact Centres Already Using ChatGPT – How…

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

Contact Centres Struggle With Planning Digital Channels

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

Call Centre Benchmarking 101

What Scheduling Problems Are Contact Centres Facing?

What Are the Most Popular Methods to Gather Customer…

What Do Customers Want From Contact Centres?