Survey Report: What Contact Centres Are Doing Right Now (2020 Edition)

The aim of the survey was to capture a snapshot view of what contact centres are doing right now – and how things have changed!

Each year, the survey provides the latest and most valuable insights into the fundamental framework of the contact centre. In doing so, it covers multiple topics, including customer trends, contact centre initiatives and the technologies that have made it on to every contact centre’s wish list.


The survey was circulated amongst Call Centre Helper readers throughout September and October 2020, and we are delighted to share the results with you.

A Call Centre Helper Research Paper sponsored by: Business Systems, Jacada, Voci Technologies and Vonage.