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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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
22 Survey Cover What Do Your Customers Value Most?
What Do Customers Want From Contact Centres?
22 Survey Graph To Create Your Metric Scores, How Frequently Do You Ask Customers to Complete a Post-Contact Survey?
How Often Do You Ask for a Post-Contact Survey?
2022 What Contact Centres Are Doing Right Now Shift Patterns Graph Cover
Which Shifts Are Contact Centres Using?
Top reason for attrition poll graph cover
Are Low Wages the Only Reason for High Attrition Rates?
Do You Have a Customer Access Strategy in Your Call Centre? Poll Cover
How Many Call Centres Are Missing a Customer Access Strategy?
22 Survey Cover What Are the Most Important Contact Centre Metrics?
What Metrics Are Important to Contact Centres?
how often do you think that the notes agents take don't tell the story well enough?
Are Agent Notes Capturing the Full Story?
Do you feel you're effectively utilising Voice of the Customer (VoC) data to drive improvements across the contact centre and wider business poll cover
Missing Opportunities With Voice of the Customer Data
How Do You Calculate ROI In Your Contact Centre? Poll Cover
Shocking Number Failing to Measure ROI in the Contact Centre
22 Survey Cover What Is Your Mix of Contact Channels?
What Contact Centre Channels Are Used Most?
 
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