A Third of Callers Too Impatient to Wait More Than 1…

Contact Centres Struggle With Planning Digital Channels

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

15% of Contact Centres Expect Agents to Handle More Than…

Debate Rages On About Whether Voicemails Count as…

How Call Centres Are Being Shared With the Wider Company

What Scheduling Problems Are Contact Centres Facing?

What Are the Most Popular Methods to Gather Customer…

Shocking Number of Agents Being Sexually Harassed by…

What Do Customers Want From Contact Centres?

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

Which Shifts Are Contact Centres Using?

Are Low Wages the Only Reason for High Attrition Rates?

How Many Call Centres Are Missing a Customer Access…

What Metrics Are Important to Contact Centres?

Are Agent Notes Capturing the Full Story?

Missing Opportunities With Voice of the Customer Data

Shocking Number Failing to Measure ROI in the Contact…

What Contact Centre Channels Are Used Most?

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

The Impact of Accents

What’s Your Most Important Telephony KPI?

Two Is the Magic Number

What Technology Is Being Used in Contact Centres?