47% of Contact Centres use Average Handling Time (AHT)…

25–34 Year Olds are The Easiest Advisors to Motivate

White Paper: What Contact Centres Are Doing Right Now…

Less Than 20% of Contact Centres Calculate Customer Effort

The Average Contact Centre Cost per Call in 2016 is £3.64

The Average Customer Lifetime Value is over £1000

The Average Customer Churn Rate is 20%

The Average Agent/Team Leader Ratio is less than 10

Most Contact Centre Agents are Multi-Skilled

20% of Contact Centres have a team to Respond…

10% of contact centres never schedule training

Most Contact Centre Managers Call Their Own Contact…

Almost 20% of Contact Centre Mangers Problem Solve Once…

Only 20% of Contact Centres have a Digital…

38% of Industry Professionals Have NEVER Called Their…

1 in 5 Contact Centres Have an Email Service Level of…

Most Customer Service Budgets are not Increasing

Customers Expectations are Getting Higher

65% of Senior Managers Have NEVER Taken a Call in the…

Broken Processes and Other Departments Cause Stress to…

Almost Half of Contact Centres Still Forecast Contact…

Excel Remains an Ever-Popular Forecasting Tool

46% of Contact Centres find it Very Difficult or…

10-24% of Contact Volumes is Generally Made Up From…