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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Which Is Better as a Communication Channel
Which Is Better as a Communication Channel?
“Should companies require any company supplied headsets to be returned if/when the employee leaves?”
Should Companies Require the Return of Headsets?
Any contact centre leaders here notice their workers have trouble accessing knowledge for work, especially in a hybrid/remote workplace?
Agents Have Trouble Accessing Knowledge for Work
Increasing AHT to Help Improve FCR
Increasing AHT to Help Improve FCR
What are the staffing levels like in your contact centre
Almost Two-Thirds of Contact Centres Understaffed
Christmas Planning Poll Featured Image
Have You Started Your Christmas Planning Yet?
Do you measure call centre agent satisfaction?
Measuring Agent Satisfaction Popular in Call Centres
Are your contact centres primarily voice or are you moving to digitizing customer engagements?
Contact Centres Are Primarily Voice
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
 
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