Who Leads the CRM Space?

Why Are Leaders Failing to Engage Their Teams?

Customers Expectations are Getting Higher

Only 36% of contact centres plan to use Customer Effort

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

Which Is Better as a Communication Channel?

Agents Have Trouble Accessing Knowledge for Work

What Scheduling Problems Are Contact Centres Facing?

10% of contact centres never schedule training

Contact Centres Love Using Wallboards

Forecast Accuracy is Generally Good (apart from surges…

Best Practice for Promoting Agents to Team Leaders

What Contact Centres Are Doing Right Now (2014 Edition)

Most Contact Centres Mark Quality Scores as a Percentage

What Initiatives Are Contact Centres Using?

95% of Team Leaders Have Access to Call Recordings

Half of Contact Centres Manually Forecast Digital Channels

Nearly a Fifth of Contact Centres Follow Up Detractors…

Only One in Ten Contact Centres Have a Single Knowledge…

Spreadsheets Still Dominate WFM

Which Shifts Are Contact Centres Using?

What Are the Most Popular Methods to Gather Customer…

20% of Contact Centres Update Their Customer Journey…

Almost Two-Thirds of Contact Centres Understaffed