Articles - Polls

Previous
Next

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

RECENT
POPULAR
Two people jumping with a chess board representing important skills
Survey Results: The Most Important Customer Service Skills
A graph illustrating How First Contact Resolution is Measured: 39% don't measure it, 13% use a post call survey, 15% measure repeat contact reasons in crm, 24% ask the customer, 28% have no repeat calls in a given time frame
Over 60% of Contact Centres Measure First Call Resolution
how many screens (monitors) do your agents use? Cover
Two Is the Magic Number
How-many-applications-do-your-agents-use-to-help-a-customer
Contact Centres are Asking Agents to Help Customers on More Than Ten Apps
Most Contact Centres Still Don’t Measure Customer Emotion in Their Metrics
Nearly Three Fifths of Contact Centres Incentivise “Going the Extra Mile”
55% of Contact Centres Don’t Provide Agents With Customers’ Channel History
20% of Contact Centres Update Their Customer Journey Maps Monthly
Where Would You Like to See Video Used in Future Contact Centres?
Video Has a Mainstream Future
The Majority of Contact Centres Now Have a VoC Program
Giving Recognition is the Best Way to Motivate Agents
2021 CCH Survey Results Knowledge Base Challenges
Survey Results: Knowledge Base Challenges
What Impact Does Analytics Have on Your CX Strategy and Decision Making?
Analytics Is Most Promising for Identifying Pain Points and Root Cause
Contact-Centre-or-Call-Centre
Most People Prefer the Name Contact Centre over Call Centre
The Majority of Contact Centres Handle Their Calls Within Ten Minutes
More Than Half of Contact Centres Send ‘No-Reply’ Emails to Customers
The Best Methods of Communication to Drive Employee Engagement
The Best Methods of Communication to Drive Employee Engagement
22 Survey Cover How Do You Capture Customer Feedback?
What Are the Most Popular Methods to Gather Customer Feedback?
Card Security is Dealt with Pause and Resume Call Recordings
Less Than Half of Contact Centres Measure First Contact Resolution
Average Handling Time is not an Agent Target in 41% of Contact Centres
How are Digital Channels Managed with Your WFM Solution?
Half of Contact Centres Manually Forecast Digital Channels
Have-you-ever-been-offered-voice-training
80% of Contact Centre Professionals Have Never Been Offered Voice Training
How-much-background-noise-is-there-in-your-Call-Centre-Conversations
Most Contact Centres have lots of Background Noise in Conversations
 
Previous
Next