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.

Previous
Next
RECENT
POPULAR
Do You Have a Customer Access Strategy in Your Call Centre? Poll Cover
How Many Call Centres Are Missing a Customer Access Strategy?
Top reason for attrition poll graph cover
Are Low Wages the Only Reason for High Attrition Rates?
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 measure call centre agent satisfaction?
Measuring Agent Satisfaction Popular in Call Centres
What Impact Does Analytics Have on Your CX Strategy and Decision Making?
Analytics Is Most Promising for Identifying Pain Points and Root Cause
how often do you think that the notes agents take don't tell the story well enough?
Are Agent Notes Capturing the Full Story?
Important Contact Centre metrics
The Most Important Contact Centre Metrics
Think Webchat is 30% Cheaper Than a Phone Call? Think Again
A graph showing the answers to the question "Which KPIs do you measure" with the answers of 58%-first contact resolution, 48%-net promoter score, 18%-customer value, 15%- custoemr effort score, 71%- quality score
Quality Scores is the Most Measured Contact Centre KPI
The Average Contact Centre Cost Per Call is £3.50
What are the staffing levels like in your contact centre
Almost Two-Thirds of Contact Centres Understaffed
The Average Agent/Team Leader Ratio is less than 10
Are your contact centres primarily voice or are you moving to digitizing customer engagements?
Contact Centres Are Primarily Voice
The Best Methods of Communication to Drive Employee Engagement
The Best Methods of Communication to Drive Employee Engagement
‘Do you know how your Agent Attrition Rates compare against the UK Industry Standard for your Sector?’
How Do Your Attrition Rates Compare?
What Is Your Average Turnover Rate (Voluntary + Involuntary)? Featured Image
What Is Your Average Turnover Rate (Voluntary + Involuntary)?
wfm digital channels contact centre survey results
Contact Centres Struggle With Planning Digital Channels
2021 CCH Survey Results Knowledge Base Challenges
Survey Results: Knowledge Base Challenges
2020 Survey Report: Is Your Contact Centre Delivering Exceptional Customer Service?
Contact Centre Headsets: 2020 Survey Results
What Contact Centres are Doing Right Now survey results customer experience chapter
Customer Experience in Contact Centres: Survey Results
Nucleus Research CRM Technology Value Matrix 2023
Who Leads the CRM Space?
SFA Technology Value Matrix 2024
Who Leads the SFA CRM Space in 2024?
Soft Skills Gaps are More Important for Regular Training and Coaching
Soft Skills Gaps Are More Important for Regular Training and Coaching
Contact-Centre-or-Call-Centre
Most People Prefer the Name Contact Centre over Call Centre
 
Previous
Next