Video Has a Mainstream Future

There Are Three Clear Knowledge Base Benefits

Half of Contact Centres Manually Forecast Digital Channels

Finding Information Quickly Is the Biggest Challenge

Advisors Are a Key Part of Knowledge Creation

Customer Patience Appears to Be at an All-Time Low

Knowledge Base Information Is Not as Accurate as It…

Analytics Is Most Promising for Identifying Pain Points…

AI Is Set to Take Hold of Contact Centres

Only One in Ten Contact Centres Have a Single Knowledge…

Spreadsheets Still Dominate WFM

Forecast Volatility Is Causing Scheduling Havoc

Efficiency Rules the Roost

Customer Experience in Contact Centres: Survey Results

Artificial Intelligence in the Call Centre: Survey Results

Barriers to Your Dream Contact Centre

Trends in Contact Centre Initiatives

Changing Business Perceptions of the Contact Centre

The Most Important Contact Centre Metrics

Call Centre Helper Releases Survey Research

2021 Survey Report: What Contact Centres Are Doing Right…

Multichannel Contact Centres: Voice Remains the Channel…

Contact Centre Technology Trends

2020 Survey Report: What Contact Centres Are Doing Right…