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Articles - Polls

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

What Percentage of Your Customers Use a Digital Channel? Poll Cover

What Percentage of Your Customers Use a Digital Channel?

22 Survey Cover On Average, How Often do Your Home Workers Work From Home?

How Popular Is Working From Home?

What KPI is the most valuable in improving NPS / CSAT?

The Most Valuable KPI to Improve NPS/CSAT

Increasing AHT to Help Improve FCR

Increasing AHT to Help Improve FCR

What are the staffing levels like in your contact centre

Almost Two-Thirds of Contact Centres Understaffed

Christmas Planning Poll Featured Image

Have You Started Your Christmas Planning Yet?

Companies Prioritise Customer Service Over Sales When Monitoring Conversations

Customer Service Prioritised Over Sales When Monitoring Conversations

Soft Skills Gaps are More Important for Regular Training and Coaching

Soft Skills Gaps Are More Important for Regular Training and Coaching

The Future of Call Centres - Remote or Hybrid?

The Future of Call Centres – Remote or Hybrid?

The Best Methods of Communication to Drive Employee Engagement

The Best Methods of Communication to Drive Employee Engagement

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

Full-Time Workers Are Not the Most Productive

NICE CXone Vulnerability Demo Box

Editor's Pick

Thumbnail How to Develop Empathy as a Skill in Your Frontline Teams

How to Develop Empathy as a Skill in Your Frontline Teams

Thumbnail Tackle the 3 A’s – Absence, Agent Burnout, and Attrition

Tackle the 3 A’s – Absence, Agent Burnout, and Attrition

Thumbnail 10 Ways to Be More Customer Centric

10 Ways to Be More Customer Centric

Thumbnail 21 Tips to Make Your Customers Feel Truly Valued

21 Tips to Make Your Customers Feel Truly Valued

Latest Resources

eBook: 5 Ways Conversational AI Can Support Contact Centre Automation

eBook: 5 Ways Conversational AI Can Support Contact Centre Automation

eBook: 9 Practical Ways to Use Generative AI for Contact Centers

eBook: 9 Practical Ways to Use Generative AI for Contact Centers

Upcoming Events

thumbnail advert promoting event Demo Thursday: Giving Your Agents Superpowers – Webinar

Demo Thursday: Giving Your Agents Superpowers – Webinar

Thu 25 Apr 2024

thumbnail advert promoting event Beyond Boundaries Global Festival

Beyond Boundaries Global Festival

Thu 25 Apr 2024

Latest Insights

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Delivering Exceptional Experiences in the Real World

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How Video Helps Provide Exceptional Customer Experience

Featured Articles

Thumbnail The Key Elements of a CX Lifecycle and Ways to Improve It

The Key Elements of a CX Lifecycle and Ways to Improve It

Thumbnail 21 Ways to Say “I’m Sorry” and Apologize to a Customer for Bad Service

21 Ways to Say “I’m Sorry” and Apologize to a Customer for Bad Service

Thumbnail What is Attrition Rate and How to Calculate It

What is Attrition Rate and How to Calculate It

Thumbnail The Top 10 Call-Closing Statement Examples

The Top 10 Call-Closing Statement Examples

Popular Pages

Thumbnail The Ultimate List of Positive Words, Phrases, and Sentences to Brighten Your Customer’s Day

The Ultimate List of Positive Words, Phrases, and Sentences to Brighten Your Customer’s Day

Thumbnail The Top 50 Words to Describe Yourself on Your CV in 2024

The Top 50 Words to Describe Yourself on Your CV in 2024

Thumbnail Contact Centre Dashboard Excel Template

Contact Centre Dashboard Excel Template

Thumbnail Alpha, Bravo, Charlie… What is the Phonetic Alphabet and How Does it Improve Call Centre Service?

Alpha, Bravo, Charlie… What is the Phonetic Alphabet and How Does it Improve Call Centre Service?

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