Third Party Quality Monitoring
Nuggets of wisdom
7 QC metrics
Multi Dimensional Quality Score
Monetization Of CX Quality Metrics
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Call & Contact Centre Expo
Highlights From the 2023 UK Contact Centre Decision-Maker’s Guide
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Highlights From the
2023 UK Contact Centre Decision-Maker’s Guide
The cost of a phone call is substantially higher than email and almost double the cost of web chat at an average of £6.55.
The vast majority (79%) of content contact in the United kingdom have adopted at least one cloud-based application.
The rate of call abandonment has reached a new peak ; it is currently at 9.1%.
The average speed to answer is 120 seconds - highest ever recorded.
Chatbots are now responsible for half of all web conversations; they are providing the same information but in a different form.
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