Translate

Menu

Home
Articles + Articles
Technology + Technology
- Tech
- WFM
- AI
- Analytics
- CCaaS
- Knowledge Management
- Voice of Customer
Webinars + Webinars
- Webinars
- Recorded Webinars
Insights + Insights
Resources + Resources
Tools + Tools
Events + Events
Advertise + Advertise

Contact Centre Research

22 Survey Cover On Average, How Often do Your Home Workers Work From Home?

How Popular Is Working From Home?

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

Industry Stepping Up With Wellbeing and DE&I Strategies

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

Shocking Number of Agents Being Sexually Harassed by Callers

2020 autumn survey report

2020 Survey Report: What Contact Centres Are Doing Right Now

Graph showing responses to method of forecasting contact volumes

Almost Half of Contact Centres Still Forecast Contact Volumes Manually

1 in 5 Contact Centres Have an Email Service Level of More Than One Day

2019 Survey Report: Is Your Contact Centre Delivering Exceptional Customer Service?

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

2020 Survey Report: Is Your Contact Centre Delivering Exceptional Customer Service?

Customer Experience in Contact Centres: 2020 Survey Results

The Average Customer Churn Rate is 20%

22 Survey Cover What Technology Do You Have in Your Contact Centre?

What Technology Is Being Used in Contact Centres?

Two people jumping with a chess board representing important skills

Survey Results: The Most Important Customer Service Skills

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

How Many Call Centres Are Missing a Customer Access Strategy?

Top reason for attrition poll graph cover

Are Low Wages the Only Reason for High Attrition Rates?

When Placing Outbound Calls, How Important Is It That Your Company Name & Number Show Up on The Call Recipients’ Caller ID?” Featured Image

The Importance of Caller ID

Do you measure call centre agent satisfaction?

Measuring Agent Satisfaction Popular in Call Centres

What Impact Does Analytics Have on Your CX Strategy and Decision Making?

Analytics Is Most Promising for Identifying Pain Points and Root Cause

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

Are Agent Notes Capturing the Full Story?

Important Contact Centre metrics

The Most Important Contact Centre Metrics

Think Webchat is 30% Cheaper Than a Phone Call? Think Again

A graph showing the answers to the question "Which KPIs do you measure" with the answers of 58%-first contact resolution, 48%-net promoter score, 18%-customer value, 15%- custoemr effort score, 71%- quality score

Quality Scores is the Most Measured Contact Centre KPI

The Average Contact Centre Cost Per Call is £3.50

What are the staffing levels like in your contact centre

Almost Two-Thirds of Contact Centres Understaffed

The Average Agent/Team Leader Ratio is less than 10

Contact Centre Reports, Surveys and White Papers

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

Choose the content that you want to receive.

Contact Centre Reports, Surveys and White Papers

Invites to Webinars & Events

Weekly Newsletter

Genesys State of CX Report box

Editor's Pick

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?

Thumbnail 7 Ways You’re Punishing Your Best Agents Right Now

7 Ways You’re Punishing Your Best Agents Right Now

Thumbnail What’s Really Ruining Empathy in Customer Service?

What’s Really Ruining Empathy in Customer Service?

Call Centre Helper is an Award Winning Magazine for Contact Centers, Customer Service, BPO and CX.
Hot Topics : CX - CCaaS - AI - Analytics - WFM

© Call Centre Helper^® 2002 - 2025 | Terms | Cookies | Privacy | Contact | Advertise