Are Agent Notes Capturing the Full Story?

IT Issues are Stopping Contact Centres From Using Better…

Nearly 40% of Contact Centres do not Measure Customer…

Self-Service Most Cost-Effective Way to Improve CX

Contact Centres Struggle With Planning Digital Channels

Personalisation is Held Back by Data Protection or…

Post it Notes dominate for Customer Journey Maps

Most Contact Centres use Spreadsheets to Produce Metrics

44% of Contact Centres Have Mental Heath First Aiders

Only 20% of Contact Centres have a Digital…

Is Employee Engagement in Need of an Overhaul?

How Do You Operate Induction Training?

35% of Contact Centres Would Use Skype For Specialist…

More Than 40% of Contact Centres Will Deploy AI Over the…

The Ecosystem of 59% of Contact Centres Can Adapt as…

Leadership vs. Management: Is One a Subset of the Other?

Less Than 50% of Overall Contacts Will be Calls by 2018

33% of Contact Centres are Planing on Implementing Webchat

Chatbots’ Reputation in the Gutter

Only 12% of Contact Centres Utilizing Wellbeing Technology

Two Is the Magic Number

How Call Centres Are Being Shared With the Wider Company

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

Most Contact Centres now Personalise Their Traditional…