How Do You Operate Induction Training?

Best Practice for Promoting Agents to Team Leaders

What Is Your Average Turnover Rate (Voluntary +…

What Initiatives Are Contact Centres Using?

What Percentage of Your Customers Use a Digital Channel?

The Importance of Caller ID

How Do Your Attrition Rates Compare?

How Popular Is Working From Home?

The Most Valuable KPI to Improve NPS/CSAT

58% of People Would Accept Used Headsets

5 Critical Questions Every Contact Centre Manager Needs…

Which Is Better as a Communication Channel?

Should Companies Require the Return of Headsets?

Agents Have Trouble Accessing Knowledge for Work

Increasing AHT to Help Improve FCR

Almost Two-Thirds of Contact Centres Understaffed

Have You Started Your Christmas Planning Yet?

Measuring Agent Satisfaction Popular in Call Centres

Contact Centres Are Primarily Voice

Customer Service Prioritised Over Sales When Monitoring…

Soft Skills Gaps Are More Important for Regular Training…

The Future of Call Centres – Remote or Hybrid?

The Best Methods of Communication to Drive Employee…

Contact Centre Headsets: Survey Results