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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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
2021 CCH Survey Results Headsets Chapter
Contact Centre Headsets: Survey Results
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
What Contact Centres are Doing Right Now survey results customer experience chapter
Customer Experience in Contact Centres: Survey Results
What Contact Centres are Doing Right Now Featured Image AI Chapter
Artificial Intelligence in the Call Centre: Survey Results
Barriers to Your Dream Contact Centre
Barriers to Your Dream Contact Centre
Contact Centre Initiatives
Trends in Contact Centre Initiatives
Contact Centre Perception
Changing Business Perceptions of the Contact Centre
Important Contact Centre metrics
The Most Important Contact Centre Metrics
 
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