Translate

Contact Centre Research

Where Would You Like to See Video Used in Future Contact Centres?

Video Has a Mainstream Future

What is the Greatest Benefit of a Good Knowledge Base?

There Are Three Clear Knowledge Base Benefits

How are Digital Channels Managed with Your WFM Solution?

Half of Contact Centres Manually Forecast Digital Channels

What are the Greatest Challenges in Managing Your Knowledge Base?

Finding Information Quickly Is the Biggest Challenge

As Part of Your Knowledge Management Strategy, Have You…?

Advisors Are a Key Part of Knowledge Creation

On Average How Long do Your Callers Wait Before Abandoning?

Customer Patience Appears to Be at an All-Time Low

On a Scale of 1 - 5, How Accurate is the Information Within Your Knowledge Base?

Knowledge Base Information Is Not as Accurate as It Could Be

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

Analytics Is Most Promising for Identifying Pain Points and Root Cause

Over the Next 5 Years, Which Trend Will Have the Biggest Impact on Contact Centres?

AI Is Set to Take Hold of Contact Centres

How Many Knowledge Sources do Your Advisors Currently Use?

Only One in Ten Contact Centres Have a Single Knowledge Source

What Equipment do You Use for Forecasting and Scheduling?

Spreadsheets Still Dominate WFM

What is Your Biggest Scheduling Problem?

Forecast Volatility Is Causing Scheduling Havoc

What is Your Primary 2022 Priority?

Efficiency Rules the Roost

What Contact Centres are Doing Right Now survey results customer experience chapter

Customer Experience in Contact Centres: Survey Results

What Contact Centres are Doing Right Now Featured Image AI Chapter

Artificial Intelligence in the Call Centre: Survey Results

Barriers to Your Dream Contact Centre

Barriers to Your Dream Contact Centre

Contact Centre Initiatives

Trends in Contact Centre Initiatives

Contact Centre Perception

Changing Business Perceptions of the Contact Centre

Important Contact Centre metrics

The Most Important Contact Centre Metrics

Call Centre Helper Call Centre Research Release

Call Centre Helper Releases Survey Research

2021 survey report

2021 Survey Report: What Contact Centres Are Doing Right Now

2021 Survey Results Contact Centre Multichannel Mix

Multichannel Contact Centres: Voice Remains the Channel of Choice

Survey 2021 Contact Centre Technology

Contact Centre Technology Trends

2020 autumn survey report

2020 Survey Report: What Contact Centres Are Doing Right Now