Survey Results: The Most Important Customer Service Skills

Most Contact Centres Do Not Measure Emotion in Their…

Forecast Volatility Is Causing Scheduling Havoc

Most Contact Centres Still Don’t Measure Customer…

The Majority of Contact Centres Don’t Integrate…

Contact Centre Metrics: 2020 Survey Results

More Than Half of Contact Centres Send…

Over a Quarter of Customer Contacts are Low Quality

Customer Patience Appears to Be at an All-Time Low

Customer and Contact Centre Trends: 2020 Survey Results

Broken Processes and Other Departments Cause Stress to…

Contact Centres Prioritise Quality and Performance…

Speech Analytics in the Contact Centre: 2020 Survey…

More Than Half of Contact Centres Are Looking to Deploy…

The Future of Call Centres – Remote or Hybrid?

Contact Centres Aren’t Adapting Self-Service…

Nearly Three Fifths of Contact Centres Incentivise…

Average Handling Time (AHT) is usually over 4 minutes

Phone is the Most Effective Communication Channel

Call Centre Helper Releases Survey Research

New Survey Reveals Surprising Insights Into the Contact…

The Average Customer Churn Rate is 20%

25–34 Year Olds are The Easiest Advisors to Motivate

Benchmark Your Contact Centre With Our New,…