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Contact Centre Research

Survey chapter - technology, metrics, channels and more 2023

Latest Trends in Technology, Metrics, and Channel Choice

Wellbeing and DE&I Questions Cover from General Section of 2023 Survey

Industry Stepping Up With Wellbeing and DE&I Strategies

Customer Experience (CX) Chapter Cover 2023

How Are Contact Centres Delivering Great CX?

Quality Assurance (QA) Chapter Cover 2023

How Well Are Contact Centres Managing Quality Assurance?

Workforce Management (WFM) Chapter Cover 2023

Research Insights – What’s Changing in Workforce Management?

Artificial Intelligence (AI) Chapter Cover 2023

Research Insights – Where Are Contact Centres on Their AI Journey?

SFA Technology Value Matrix 2024

Who Leads the SFA CRM Space in 2024?

Advisor Experience and Engagement Chapter Cover 2023

How Well Are Contact Centres Managing Advisor Experience & Engagement?

2023 Survey Contact Centres Not Supporting Vulnerable Customers

Many Contact Centres Not Supporting Vulnerable Customers

2023 Survey Cover Spreadsheets dominate QA Process

Spreadsheets Still Dominate the Quality Process

2023 Survey Cover Employee Engagement in Desperate Need of an Overhaul

Is Employee Engagement in Need of an Overhaul?

Nucleus Research CRM Technology Value Matrix 2023

Who Leads the CRM Space?

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