Customer Patience Appears to Be at an All-Time Low

Customer and Contact Centre Trends: 2020 Survey Results

Speech Analytics in the Contact Centre: 2020 Survey…

New Survey Reveals Surprising Insights Into the Contact…

Contact Centre Headsets: 2020 Survey Results

How Well Are Contact Centres Managing Quality Assurance?

General Customer Service Findings: 2020 Survey Results

Advisors Are a Key Part of Knowledge Creation

Latest Trends in Technology, Metrics, and Channel Choice

Contact Centre Cloud Technology: 2020 Survey Results

What Technology Is Being Used in Contact Centres?

Research Insights – What’s Changing in…

Knowledge Base Information Is Not as Accurate as It…

What Do Customers Want From Contact Centres?

What Scheduling Problems Are Contact Centres Facing?

What Initiatives Are Contact Centres Using?

Half of Contact Centres Manually Forecast Digital Channels

Only One in Ten Contact Centres Have a Single Knowledge…

Spreadsheets Still Dominate WFM

Which Shifts Are Contact Centres Using?

What Are the Most Popular Methods to Gather Customer…

How Are Contact Centres Delivering Great CX?

AI Is Set to Take Hold of Contact Centres

Analytics Is Most Promising for Identifying Pain Points…