Customer Satisfaction is Deemed the Most Important…

Lack of Staff Causes Long Queues in 60% of Contact Centres

Agents only allowed to hang up on callers only if they…

Most Contact Centre Managers prefer Digital Channels

Over 60% of Contact Centre Face These Three Blockers in…

Over 30% of Contact Centres Would Not be Confident in…

It is Most Common to Keep Calls, Emails and Outbound…

Only 7% of Contact Centres are Using Speech Analytics?

Scheduling Time is the Greatest Problem Surrounding…

30% of Contact Centres Have Never Considered Home Workers

Proactive Customer Service is the Key to Boost Customer…

Music is the Most Appealing Thing to Listen to While…

Slow/Different Systems are the Biggest Blocker to Low…

Most Contact Centres use C-SAT to Measure Successful…

Broken Processes are Preventing Good Customer Experiences

The Average Contact Centre Handling Time (AHT) is…

One in 25 Contact Centres Have Over 400 Agents Who Make…

Most Contact Centres have answer machine detection (AMD)…

Two Thirds of Contact Centres are Planning to Increase…

The Biggest Scheduling Issue: Arranging Phone and…

Call Arrival Patterns has the Greatest Impact Upon…

Most Contact Centres have lots of Background Noise in…

Most People Prefer the Name Contact Centre over Call…

Only 4% of Contact Centres do not Monitor Call Quality