Barriers to Your Dream Contact Centre

The Impact of Accents

Almost Half of Contact Centres Still Forecast Contact…

86% of Contact Centres Crave Empathy and Rapport…

Less Than Half of Contact Centres Use Noise Cancelling…

The Average Rate of Contact Centre Shrinkage is around 30%

Average Handling Time is not an Agent Target in 41% of…

Changing Business Perceptions of the Contact Centre

Contact Centre AI – The Truth Revealed

Soft Skills Gaps Are More Important for Regular Training…

Most Customer Service Budgets are not Increasing

Contact Centre Headsets: 2020 Survey Results

Less Than Half of Contact Centres Measure First Contact…

How Well Are Contact Centres Managing Quality Assurance?

General Customer Service Findings: 2020 Survey Results

Advisors Are a Key Part of Knowledge Creation

Most Contact Centres Measure Customer Satisfaction Via…

Increasing AHT to Help Improve FCR

58% of People Would Accept Used Headsets

Just 4% of Contact Centres Are Using Speech Analytics

Discrepancy With Customer Expectations in Email Response…

Full-Time Workers Are Not the Most Productive

Latest Trends in Technology, Metrics, and Channel Choice

Response Time is the Most Used KPI to Measure Social…