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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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?
Leadership vs Management: Is One a Subset of the Other Poll Cover
Leadership vs. Management: Is One a Subset of the Other?
Can a regional accent make or break the success of a call centre agent cover
The Impact of Accents
which one is most important to you and the Senior Team in telephony featured image poll
What’s Your Most Important Telephony KPI?
how many screens (monitors) do your agents use? Cover
Two Is the Magic Number
22 Survey Cover What Technology Do You Have in Your Contact Centre?
What Technology Is Being Used in Contact Centres?
How Do You Operate Induction Training? Cover
How Do You Operate Induction Training?
Best Practice for Promoting Agents to Team Leaders Cover
Best Practice for Promoting Agents to Team Leaders
What Is Your Average Turnover Rate (Voluntary + Involuntary)? Featured Image
What Is Your Average Turnover Rate (Voluntary + Involuntary)?
22 Survey Cover What Initiatives Do You Currently Have in the Contact Centre?
What Initiatives Are Contact Centres Using?
What Percentage of Your Customers Use a Digital Channel? Poll Cover
What Percentage of Your Customers Use a Digital Channel?
When Placing Outbound Calls, How Important Is It That Your Company Name & Number Show Up on The Call Recipients’ Caller ID?” Featured Image
The Importance of Caller ID
‘Do you know how your Agent Attrition Rates compare against the UK Industry Standard for your Sector?’
How Do Your Attrition Rates Compare?
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
Used Headsets Poll Featured Image
58% of People Would Accept Used Headsets
Five question marks on colorful stickers notes on the desktop
5 Critical Questions Every Contact Centre Manager Needs to Ask Right Now
 
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