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

Which Shifts Are Contact Centres Using?

What Metrics Are Important to Contact Centres?

What Contact Centre Channels Are Used Most?

What Technology Is Being Used in Contact Centres?

What Initiatives Are Contact Centres Using?

How Popular Is Working From Home?

Contact Centre Headsets: Survey Results

Video Has a Mainstream Future

There Are Three Clear Knowledge Base Benefits

Half of Contact Centres Manually Forecast Digital Channels

Finding Information Quickly Is the Biggest Challenge

Advisors Are a Key Part of Knowledge Creation

Customer Patience Appears to Be at an All-Time Low

Knowledge Base Information Is Not as Accurate as It…

Analytics Is Most Promising for Identifying Pain Points…

AI Is Set to Take Hold of Contact Centres

Only One in Ten Contact Centres Have a Single Knowledge…

Spreadsheets Still Dominate WFM

Forecast Volatility Is Causing Scheduling Havoc

Efficiency Rules the Roost

Customer Experience in Contact Centres: Survey Results

Artificial Intelligence in the Call Centre: Survey Results

Contact Centre Benchmarking vs. Balanced Scorecard:…