24 Hours is the Target Response Time for Email

Think Webchat is 30% Cheaper Than a Phone Call? Think…

The Average Contact Centre Handling Time (AHT) is…

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

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

2020 Survey Report: What Contact Centres Are Doing Right…

Call Arrival Patterns has the Greatest Impact Upon…

47% of Contact Centres use Average Handling Time (AHT)…

Broken Processes are Preventing Good Customer Experiences

2021 Survey Report: What Contact Centres Are Doing Right…

Spreadsheets do not Replace WFM for Forecasting

2020 Survey Report: Is Your Contact Centre Delivering…

Artificial Intelligence in the Call Centre: Survey Results

Tone of Voice Has a Big Impact on Service – 99% of…

White Paper: How Contact Centres Are Delivering…

Giving Recognition is the Best Way to Motivate Agents

Many Agents Can Use 4-5 Knowledge Bases When Supporting…

Proactive Customer Service is the Key to Boost Customer…

The Average Contact Centre Cost per Call in 2016 is £3.64

Most People Prefer the Name Contact Centre over Call…

1 in 5 Contact Centres Could Covert 30%+ of Their…

It is Most Common for an Agent to Address the Caller as…

Contact Centres are Using a Wide Range of CRM Systems

Most Contact Centres use C-SAT to Measure Successful…