Articles - Research

Explore our range of results from various polls, that represent the opinions of Call Centre Helper readers.

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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
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?
Only a Quarter of Contact Centres Have an AI Strategy in Place
Advisor Experience and Engagement Chapter Cover 2023
How Well Are Contact Centres Managing Advisor Experience & Engagement?
How Many Knowledge Sources do Your Advisors Currently Use?
Only One in Ten Contact Centres Have a Single Knowledge Source
2021 Survey Results Contact Centre Multichannel Mix
Multichannel Contact Centres: Voice Remains the Channel of Choice
What is the Greatest Benefit of a Good Knowledge Base?
There Are Three Clear Knowledge Base Benefits
A graph depicting "Which CRM system do you use" 12% - Microsoft CRM Dynamics, 1% - Netsuite, 15% - Oracle, 9% - Salesforce, 6% - Right Now, 3% - Sugar CRM, 14% - SAP, 15% - In house, and 25% - Other
Contact Centres are Using a Wide Range of CRM Systems
How-many-knowledge-sources-do-your-agents-currently-use
Many Agents Can Use 4-5 Knowledge Bases When Supporting Customers
How-many-applications-do-your-agents-use-to-help-a-customer
Contact Centres are Asking Agents to Help Customers on More Than Ten Apps
A graph showing the answers to the question "Which factor most affects your forecast accuracy" with the answers of 26%-the weather, 23%-mailings, 21%-marketing, 3%-disasters, 27%-call arrival patterns
Call Arrival Patterns has the Greatest Impact Upon Forecast Accuracy
86% of Contact Centres Crave Empathy and Rapport Building Skills
Have-you-ever-been-offered-voice-training
80% of Contact Centre Professionals Have Never Been Offered Voice Training
How-much-background-noise-is-there-in-your-Call-Centre-Conversations
Most Contact Centres have lots of Background Noise in Conversations
 
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