Articles - Research

Our original research offers a clear picture of what is really happening inside contact centres. This collection features exclusive surveys, industry reports, and data-driven analysis created by the Call Centre Helper team and our expert contributors. Explore findings on key topics such as customer experience, workforce management, technology, and employee engagement. Each report reveals actionable insights, benchmarks, and trends that can help you make better strategic decisions and stay ahead of industry change.

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Artificial Intelligence (AI) Chapter Cover 2023
Research Insights – Where Are Contact Centres on Their AI Journey?
The Right Contact Centre Opening Hours with two clocks with a question mark and lightbulb
Finding the Ideal Opening Hours for Your Contact Centre
SFA Technology Value Matrix 2024
Who Leads the SFA CRM Space in 2024?
Advisor Experience and Engagement Chapter Cover 2023
How Well Are Contact Centres Managing Advisor Experience & Engagement?
Row of robots working in a call centre
Contact Centre AI – The Truth Revealed
2023 Survey Contact Centres Not Supporting Vulnerable Customers
Many Contact Centres Not Supporting Vulnerable Customers
2023 Survey Cover Spreadsheets dominate QA Process
Spreadsheets Still Dominate the Quality Process
2023 Survey Cover Employee Engagement in Desperate Need of an Overhaul
Is Employee Engagement in Need of an Overhaul?
Nucleus Research CRM Technology Value Matrix 2023
Who Leads the CRM Space?
2023 Survey Mental Health First Aiders
44% of Contact Centres Have Mental Heath First Aiders
Most Contact Centres Struggling with QA Engagement
Most Contact Centres Struggling With QA Engagement
Survey Graph Most cost effective way to improve cx
Self-Service Most Cost-Effective Way to Improve CX
Chatbots reputation in the gutter
Chatbots’ Reputation in the Gutter
12% of contact centres utilizing wellbeing technology
Only 12% of Contact Centres Utilizing Wellbeing Technology
how many contact centres are using chatgpt survey results
10% of Contact Centres Already Using ChatGPT – How Do You Compare?
A third of callers too impatient to wait more than 1 minute
A Third of Callers Too Impatient to Wait More Than 1 Minute
wfm digital channels contact centre survey results
Contact Centres Struggle With Planning Digital Channels
Only a Quarter of Contact Centres Have an AI Strategy in Place
Poll Graph Cover - how many emails per agent per hour
15% of Contact Centres Expect Agents to Handle More Than 11 Emails per Hour
Should a Customer Leaving a Voicemail Message Count as an Abandoned Call?
Debate Rages On About Whether Voicemails Count as Abandoned Calls
How Do You Share the Call Centre With the Rest of the Company? poll cover
How Call Centres Are Being Shared With the Wider Company
22 Survey Cover What Is Your Biggest Scheduling Problem?
What Scheduling Problems Are Contact Centres Facing?
22 Survey Cover How Do You Capture Customer Feedback?
What Are the Most Popular Methods to Gather Customer Feedback?
‘Is sexual harassment of call centre operatives (from callers) a big issue?’ poll cover
Shocking Number of Agents Being Sexually Harassed by Callers
 
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