Forecast Accuracy is Generally Good (apart from surges…

Web Chat is not Regularly Monitored

Giving Recognition is the Best Way to Motivate Agents

35% of Contact Centres Would Use Skype For Specialist…

Only 57% of Contact Centres Revise Their Website FAQs At…

Most Contact Centres use Spreadsheets to Produce Metrics

Only 27% of Contact Centres do Not Offer…

Four in Every Five Contact Centres Use Quality Scores

IT Issues are Stopping Contact Centres From Using Better…

An Agent Can Handle No More Than 3 Webchats at the Same…

Quality Scores is the Most Measured Contact Centre KPI

Phone is the Most Effective Communication Channel

Fewer Than 20% of Industry Professionals Believe that…

Only in 8% of Contact Centres Does Web Chat Exceed 10%…

The Average Rate of Contact Centre Shrinkage is around 30%

Managing Dialler Data is the Most Common Outbound…

Absenteeism is a Big Problem for Contact Centre…

Contact Centres Struggle to Measure Quality Monitoring…

What attributes make for a good personalised customer…

Just 7% of Contact Centres Provide Their Advisors With…

Multi-skill Best for Contact Centres

24 Hours is the Target Response Time for Email

In Busy Periods, 45% of Contact Centres Monitor 2-4 Call…

Most Contact Centres Monitor Less Than Six Calls Per…