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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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
Average Handling Time Poll
The Average Contact Centre Handling Time (AHT) is Between 5-9 Minutes
20.What-challenges-do-you-face-in-improving-Quality-Monitoring-and-Performance-Management
Contact Centres Struggle to Measure Quality Monitoring Correctly
Multi-skill-or-single-skill
Multi-skill Best for Contact Centres
How-confident-are-you-that-your-Contact-Centre-could-cope-with-a-significant-increase-in-call-volumes
Over 30% of Contact Centres Would Not be Confident in Handling a Rise in Call Volumes
A graph showing the answers to the question "Which is the most important measure of success for you" with the answers of 7%-customer effort score, 23%-first contact resolution, 47%-customer satisfaction, 11%-net promoter score, 12%- average handle time
Customer Satisfaction is Deemed the Most Important Measure of Success
What-is-the-greatest-challenge-faced-by-contact-centre-supervisors-and-managers
Absenteeism is a Big Problem for Contact Centre Supervisors
What-is-your-most-effective-communication-channel
Phone is the Most Effective Communication Channel
Giving Recognition is the Best Way to Motivate Agents
1 in 5 Contact Centres Could Covert 30%+ of Their Traffic to Self Service
Contact Centres Love Using Wallboards
Card Security is Dealt with Pause and Resume Call Recordings
 
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