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Contact Centre Research

2023 Survey Mental Health First Aiders

44% of Contact Centres Have Mental Heath First Aiders

Most Contact Centres Struggling with QA Engagement

Most Contact Centres Struggling With QA Engagement

Survey Graph Most cost effective way to improve cx

Self-Service Most Cost-Effective Way to Improve CX

Chatbots reputation in the gutter

Chatbots’ Reputation in the Gutter

12% of contact centres utilizing wellbeing technology

Only 12% of Contact Centres Utilizing Wellbeing Technology

how many contact centres are using chatgpt survey results

10% of Contact Centres Already Using ChatGPT – How Do You Compare?

A third of callers too impatient to wait more than 1 minute

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

wfm digital channels contact centre survey results

Contact Centres Struggle With Planning Digital Channels

Only a Quarter of Contact Centres Have an AI Strategy in Place

Poll Graph Cover - how many emails per agent per hour

15% of Contact Centres Expect Agents to Handle More Than 11 Emails per Hour

Should a Customer Leaving a Voicemail Message Count as an Abandoned Call?

Debate Rages On About Whether Voicemails Count as Abandoned Calls

How Do You Share the Call Centre With the Rest of the Company? poll cover

How Call Centres Are Being Shared With the Wider Company

22 Survey Cover What Is Your Biggest Scheduling Problem?

What Scheduling Problems Are Contact Centres Facing?

22 Survey Cover How Do You Capture Customer Feedback?

What Are the Most Popular Methods to Gather Customer Feedback?

‘Is sexual harassment of call centre operatives (from callers) a big issue?’ poll cover

Shocking Number of Agents Being Sexually Harassed by Callers

22 Survey Cover What Do Your Customers Value Most?

What Do Customers Want From Contact Centres?

22 Survey Graph To Create Your Metric Scores, How Frequently Do You Ask Customers to Complete a Post-Contact Survey?

How Often Do You Ask for a Post-Contact Survey?

2022 What Contact Centres Are Doing Right Now Shift Patterns Graph Cover

Which Shifts Are Contact Centres Using?

Top reason for attrition poll graph cover

Are Low Wages the Only Reason for High Attrition Rates?

Do You Have a Customer Access Strategy in Your Call Centre? Poll Cover

How Many Call Centres Are Missing a Customer Access Strategy?

22 Survey Cover What Are the Most Important Contact Centre Metrics?

What Metrics Are Important to Contact Centres?

how often do you think that the notes agents take don't tell the story well enough?

Are Agent Notes Capturing the Full Story?

Do you feel you're effectively utilising Voice of the Customer (VoC) data to drive improvements across the contact centre and wider business poll cover

Missing Opportunities With Voice of the Customer Data

How Do You Calculate ROI In Your Contact Centre? Poll Cover

Shocking Number Failing to Measure ROI in the Contact Centre

Contact Centre Reports, Surveys and White Papers

Get the latest call centre and BPO reports, specialist whitepapers and interesting case-studies.

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Contact Centre Reports, Surveys and White Papers

Invites to Webinars & Events

Weekly Newsletter

Enghouse Guide to AI in Customer Service Box

Editor's Pick

Thumbnail Top Contact Centre Predictions for 2026

Top Contact Centre Predictions for 2026

Thumbnail 5 Ways to Boost Team Performance

5 Ways to Boost Team Performance

Thumbnail Turn a Bad Team Leader Into a Good Team Leader

Turn a Bad Team Leader Into a Good Team Leader

Thumbnail Which Soft Skills Do CX Leaders Really Need?

Which Soft Skills Do CX Leaders Really Need?

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Hot Topics : CX - CCaaS - AI - Analytics - WFM

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