Customer Experience in Contact Centres: Survey Results

2024 Survey Report: What Contact Centres Are Doing Right…

The Importance of Caller ID

Process Failures are the Main Reason for Repeat Calls

Contact Centres are Asking Agents to Help Customers on…

Just 7% of Contact Centres Provide Their Advisors With…

Scheduling Time is the Greatest Problem Surrounding…

Should Companies Require the Return of Headsets?

There Are Three Clear Knowledge Base Benefits

Most Contact Centres have answer machine detection (AMD)…

Most Contact Centres have lots of Background Noise in…

The Biggest Scheduling Issue: Arranging Phone and…

Slow/Different Systems are the Biggest Blocker to Low…

Survey Results: Knowledge Base Challenges

Excel Remains an Ever-Popular Forecasting Tool

Quality Scores is the Most Measured Contact Centre KPI

White Paper: What Contact Centres Are Doing Right Now…

Barriers to contact centre homeworking

The Average Agent/Team Leader Ratio is less than 10

Two Thirds of Contact Centres are Planning to Increase…

White Paper (2016 Edition): What Contact Centres Are…

The Most Valuable KPI to Improve NPS/CSAT

5 Critical Questions Every Contact Centre Manager Needs…

30% of Contact Centres Have Never Considered Home Workers