Articles - Polls

A collection of poll results from reader surveys, webinar polls and represent the opinions of Call Centre Helper readers.

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
Full-Time Workers Are Not the Most Productive
Contact Centre or Call Centre? Which do you prefer?
81% of People Prefer Contact Centre to Call Centre
An image of a clock and a calendar representing shift patterns
Contact Centre Shift Patterns: The Latest Findings
Most Important Measure of Success
Customer Satisfaction Now the Most Important Measure of Success
How many applications do your agents use to help a customer
51% Use 3-4 Applications to Help a Customer
2021 CCH Survey Results Knowledge Base Challenges
Survey Results: Knowledge Base Challenges
Two people jumping with a chess board representing important skills
Survey Results: The Most Important Customer Service Skills
Contact Centres Aren’t Adapting Self-Service Systems After Installation
Over a Quarter of Customer Contacts are Low Quality
Contact Centres Prioritise Quality and Performance Speech Analytics
More Than Half of Contact Centres Are Looking to Deploy Speech Analytics
Most Contact Centres Do Not Measure Emotion in Their Metrics
Most Contact Centres Use Platform Stats to Measure Agent Performance