Are Low Wages the Only Reason for High Attrition Rates?

Spreadsheets Still Dominate the Quality Process

Almost 20% of Contact Centre Mangers Problem Solve Once…

Efficiency Rules the Roost

Four in Every Five Contact Centres Use Quality Scores

Only 3% of Agents Would Categorise Their Quality…

Some Contact Centre Agents Have to Log Into Over Ten…

What Is Your Average Turnover Rate (Voluntary +…

10% of Contact Centres Already Using ChatGPT – How…

What Percentage of Your Customers Use a Digital Channel?

12% of Contact Centres Allow Agents to Set Their Own…

41% of Contact Centres Use Free Internet Tools for…

Most Contact Centres Struggling With QA Engagement

How Well Are Contact Centres Managing Advisor Experience…

Just 60% of Organisations Are Considered to be Good at…

Industry Stepping Up With Wellbeing and DE&I…

Research Insights – Where Are Contact Centres on…

Only 27% of Contact Centres do Not Offer…

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

Have You Started Your Christmas Planning Yet?

Web Chat is not Regularly Monitored

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

Most Contact Centre Agents are Multi-Skilled

Current Technology is Increasing Customer Effort