Articles - Research

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

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Survey 2021 Contact Centre Technology
Contact Centre Technology Trends
2020 autumn survey report
2020 Survey Report: What Contact Centres Are Doing Right Now
2020 Survey Report: What Contact Centres Are Doing Right Now
General Contact Centre Findings: 2020 Survey Results
2020 Survey Report: What Contact Centres Are Doing Right Now
Customer and Contact Centre Trends: 2020 Survey Results
2020 Survey Report: What Contact Centres Are Doing Right Now
Call Centre Workforce Management: 2020 Survey Results
2020 Survey Report: What Contact Centres Are Doing Right Now
Speech Analytics in the Contact Centre: 2020 Survey Results
2020 Survey Report: What Contact Centres Are Doing Right Now
Contact Centre Cloud Technology: 2020 Survey Results
2020 spring survey report
2020 Survey Report: Is Your Contact Centre Delivering Exceptional Customer Service?
2020 Survey Report: Is Your Contact Centre Delivering Exceptional Customer Service?
General Customer Service Findings: 2020 Survey Results
2020 Survey Report: Is Your Contact Centre Delivering Exceptional Customer Service?
Customer Experience in Contact Centres: 2020 Survey Results
2020 Survey Report: Is Your Contact Centre Delivering Exceptional Customer Service?
Contact Centre Metrics: 2020 Survey Results
2020 Survey Report: Is Your Contact Centre Delivering Exceptional Customer Service?
Contact Centre Headsets: 2020 Survey Results
2019 autumn survey report
2019 Survey Report: What Contact Centres Are Doing Right Now
2019 Survey Report: Is Your Contact Centre Delivering Exceptional Customer Service?
2018 autumn survey
2018 Survey Report: What Contact Centres Are Doing Right Now
2017 survey report
White Paper (2017 Edition): What Contact Centres Are Doing Right Now
2016 autumn survey report
White Paper (2016 Edition): What Contact Centres Are Doing Right Now
2016 spring survey report
White Paper: How Contact Centres Are Delivering Exceptional Customer Service (2016 Edition)
2015 survey report
White Paper: What Contact Centres Are Doing Right Now (2015 Edition)
Full-Time Workers Are Not the Most Productive
Contact Centre or Call Centre? Which do you prefer?
81% of People Prefer Contact Centre to Call Centre
An image of a clock and a calendar representing shift patterns
Contact Centre Shift Patterns: The Latest Findings
Most Important Measure of Success
Customer Satisfaction Now the Most Important Measure of Success
How many applications do your agents use to help a customer
51% Use 3-4 Applications to Help a Customer
 
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