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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Just 60% of Organisations Are Considered to be Good at Building Rapport
20% of Contact Centres Update Their Customer Journey Maps Monthly
Most Contact Centres Still Don’t Measure Customer Emotion in Their Metrics
A graph demonstrating "Which performance management tools do you use?" with 80%- spreadsheets, 75%-Call Recordings 22%- WFM Software, 13%- Agent Evaluation Software, 4% Speech Analytics
Just 4% of Contact Centres Are Using Speech Analytics
Nearly Three Fifths of Contact Centres Incentivise “Going the Extra Mile”
Most Contact Centres Use Platform Stats to Measure Agent Performance
Most Contact Centres Do Not Measure Emotion in Their Metrics
More Than Half of Contact Centres Are Looking to Deploy Speech Analytics
Contact Centres Prioritise Quality and Performance Speech Analytics
Over a Quarter of Customer Contacts are Low Quality
Contact Centres Aren’t Adapting Self-Service Systems After Installation
2018 autumn survey
2018 Survey Report: What Contact Centres Are Doing Right Now
2019 autumn survey report
2019 Survey Report: What Contact Centres Are Doing Right Now
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Benchmark Your Contact Centre With Our New, Industry-Leading Report
A photo of a happy person reading a report
New Survey Reveals Surprising Insights Into the Contact Centre Industry
Full-Time Workers Are Not the Most Productive
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
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
Call Centre Helper Call Centre Research Release
Call Centre Helper Releases Survey Research
Contact Centre Perception
Changing Business Perceptions of the Contact Centre
Contact Centre Initiatives
Trends in Contact Centre Initiatives
Barriers to Your Dream Contact Centre
Barriers to Your Dream Contact Centre
 
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