46% of Contact Centres find it Very Difficult or…

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

How Are Contact Centres Delivering Great CX?

Who Leads the SFA CRM Space in 2024?

Only 8% of Contact Centres Survey Their Employees Monthly

AI Is Set to Take Hold of Contact Centres

The Average Customer Lifetime Value is over £1000

Over Half of Contact Centre Interactions Still Rely on…

Debate Rages On About Whether Voicemails Count as…

Analytics Is Most Promising for Identifying Pain Points…

Average Handling Time: The most common measure of…

81% of People Prefer Contact Centre to Call Centre

55% of Contact Centres Have Mainly Multi-Skilled Advisors

Shocking Number of Agents Being Sexually Harassed by…

How Popular Is Working From Home?

Contact Centres Have a Poor View of Speech Recognition…

Customer Satisfaction Now the Most Important Measure of…

Just 27% of Contact Centres Resolve Customer Complaints…

Video Has a Mainstream Future

A Third of Callers Too Impatient to Wait More Than 1…

Contact Centre Professionals: Customer Satisfaction is…

Customer Service Prioritised Over Sales When Monitoring…

Many Contact Centre Calls are a Result of Failures in…

51% Use 3-4 Applications to Help a Customer