Survey Report: What Contact Centres Are Doing Right Now (2021 Edition)

2021 has been a challenging year. Across the industry, contact centres are setting up new working models and facing fresh people, process and technology challenges, as well as those stubborn old issues.

Aiming to seize a snapshot view of what contact centres are doing right now, this survey highlights how the industry is evolving, year after year.

To do so, we surveyed Call Centre Helper readers throughout July and August 2021, collecting and comparing this year’s results with data from the previous six years. With 224 contact centre professionals taking part, we’ve discovered many new insights, which we are delighted to share with you.

A Call Centre Helper Research Paper sponsored by: Akixi, NICE, Nuance, Odigo, Poly and ProcedureFlow.