Contact Centre Cloud Technology: 2020 Survey Results

Fewer Than 20% of Industry Professionals Believe that…

What Technology Is Being Used in Contact Centres?

Almost Half of Contact Centres Fail to…

55% of Contact Centres Don’t Provide Agents With…

Research Insights – What’s Changing in…

Measuring FCR: Detecting Repeat Contact Reasons is the…

75% of Contact Centres Yearn For Improved Systems

Accommodating Agent Schedule Preferences Most Difficult…

What’s Your Most Important Telephony KPI?

Knowledge Base Information Is Not as Accurate as It…

Robots Will Never Take Over the Contact Centre –…

The Best Methods of Communication to Drive Employee…

20% of Contact Centres have a team to Respond…

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

Contact Centres Are Primarily Voice

The Majority of Contact Centres Now Have a VoC Program

Only in 8% of Contact Centres Does Web Chat Exceed 10%…

How Do Your Attrition Rates Compare?

Managing Dialler Data is the Most Common Outbound…

38% of Industry Professionals Have NEVER Called Their…

Webchat Service Quality Becomes Compromised After Two…

What Do Customers Want From Contact Centres?

Most Contact Centre Managers Call Their Own Contact…