New Survey Reveals Surprising Insights Into the Contact…

2019 Survey Report: What Contact Centres Are Doing Right…

Benchmark Your Contact Centre With Our New,…

Contact Centres Aren’t Adapting Self-Service…

Over a Quarter of Customer Contacts are Low Quality

Contact Centres Prioritise Quality and Performance…

More Than Half of Contact Centres Are Looking to Deploy…

Most Contact Centres Do Not Measure Emotion in Their…

Most Contact Centres Use Platform Stats to Measure Agent…

Nearly Three Fifths of Contact Centres Incentivise…

Just 4% of Contact Centres Are Using Speech Analytics

More Than 40% of Contact Centres Will Deploy AI Over the…

Most Contact Centres Still Don’t Measure Customer…

20% of Contact Centres Update Their Customer Journey…

Just 60% of Organisations Are Considered to be Good at…

The Majority of Contact Centres Distinguish an Agent…

The Majority of Contact Centres Now Have a VoC Program

More Than Half of Contact Centres Send…

Less Than Half of Contact Centres Measure First Contact…

Many Contact Centre Calls are a Result of Failures in…

Only 2% of Advisors Have Great Levels of Rapport and…

Personalisation is Held Back by Data Protection or…

Most Contact Centres now Personalise Their Traditional…

Post it Notes dominate for Customer Journey Maps