Only 8% of Contact Centres Survey Their Employees Monthly

35% of Contact Centres have not Installed New CRM in the…

Nearly 40% of Contact Centres do not Measure Customer…

86% of Contact Centres Crave Empathy and Rapport…

Current Technology is Increasing Customer Effort

Webchat Service Quality Becomes Compromised After Two…

Almost Half of Contact Centres Fail to…

Just 27% of Contact Centres Resolve Customer Complaints…

Robots Will Never Take Over the Contact Centre –…

It is Most Common for an Agent to Address the Caller as…

Less Than 50% of Overall Contacts Will be Calls by 2018

Contact Centres Have a Poor View of Speech Recognition…

Think Webchat is 30% Cheaper Than a Phone Call? Think…

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

Most Contact Centres Measure Customer Satisfaction Via…

41% of Contact Centres Use Free Internet Tools for…

Most Contact Centres Mark Quality Scores as a Percentage

Response Time is the Most Used KPI to Measure Social…

Contact Centre Professionals: Just 20-39% of Traffic…

Only 3% of Agents Would Categorise Their Quality…

Nearly a Fifth of Contact Centres Follow Up Detractors…

Some Contact Centre Agents Have to Log Into Over Ten…

The Majority of Contact Centres Don’t Integrate…

Discrepancy With Customer Expectations in Email Response…