Survey Report: What Contact Centres Are Doing Right Now (2023 Edition)

As the industry continued to adapt to the post-pandemic world, 2023 also saw fresh challenges emerge – from driving the Diversity, Equity, and Inclusion (DE&I) agenda forward to reacting to the cost-of-living crisis and the arrival of ChatGPT.

That’s why we’ve surveyed Call Centre Helper readers yet again, throughout June and July 2023, to uncover the latest and most exciting contact centre insights in our annual survey.

Run in partnership with Sabio, Centrical, Odigo, Scorebuddy, and NICE, this survey focuses on the key elements of a contact centre, including advisor experience and engagement, artificial intelligence (AI), customer experience, quality assurance, workforce management, and more!

216 contact centre professionals got involved and completed our survey, and we’re delighted to share what they had to say…