Contact Centre Research

Survey 2021 Contact Centre Technology
Contact Centre Technology Trends
Important Contact Centre metrics
The Most Important Contact Centre Metrics
An image of a clock and a calendar representing shift patterns
Contact Centre Shift Patterns: The Latest Findings
Call Centre Helper Call Centre Research Release
Call Centre Helper Releases Survey Research
2021 CCH Survey Results Knowledge Base Challenges
Survey Results: Knowledge Base Challenges
Full-Time Workers Are Not the Most Productive
Two people jumping with a chess board representing important skills
Survey Results: The Most Important Customer Service Skills
2021 Survey Results Contact Centre Multichannel Mix
Multichannel Contact Centres: Voice Remains the Channel of Choice
Most Contact Centres Monitor Less Than Six Calls Per Agent Every Month
2021 survey report
2021 Survey Report: What Contact Centres Are Doing Right Now
An Agent Can Handle No More Than 3 Webchats at the Same Time
2018 autumn survey
2018 Survey Report: What Contact Centres Are Doing Right Now
2019 autumn survey report
2019 Survey Report: What Contact Centres Are Doing Right Now
2020 autumn survey report
2020 Survey Report: What Contact Centres Are Doing Right Now
A graph showing the answers to the question "Which factor most affects your forecast accuracy" with the answers of 26%-the weather, 23%-mailings, 21%-marketing, 3%-disasters, 27%-call arrival patterns
Call Arrival Patterns has the Greatest Impact Upon Forecast Accuracy
Less Than 20% of Contact Centres Calculate Customer Effort
A graph showing the answers to the question "Which is the most important measure of success for you" with the answers of 7%-customer effort score, 23%-first contact resolution, 47%-customer satisfaction, 11%-net promoter score, 12%- average handle time
Customer Satisfaction is Deemed the Most Important Measure of Success
A graph illustrating How First Contact Resolution is Measured: 39% don't measure it, 13% use a post call survey, 15% measure repeat contact reasons in crm, 24% ask the customer, 28% have no repeat calls in a given time frame
Over 60% of Contact Centres Measure First Call Resolution
2020 spring survey report
2020 Survey Report: Is Your Contact Centre Delivering Exceptional Customer Service?
2015 survey report
White Paper: What Contact Centres Are Doing Right Now (2015 Edition)
Excel Remains an Ever-Popular Forecasting Tool
Most Contact Centres Support Multiple Languages
Most Contact Centres Use Platform Stats to Measure Agent Performance
Most People Prefer the Name Contact Centre over Call Centre
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