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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What is Your Primary 2022 Priority?
Efficiency Rules the Roost
What is Your Biggest Scheduling Problem?
Forecast Volatility Is Causing Scheduling Havoc
What Equipment do You Use for Forecasting and Scheduling?
Spreadsheets Still Dominate WFM
Over the Next 5 Years, Which Trend Will Have the Biggest Impact on Contact Centres?
AI Is Set to Take Hold of Contact Centres
On a Scale of 1 - 5, How Accurate is the Information Within Your Knowledge Base?
Knowledge Base Information Is Not as Accurate as It Could Be
As Part of Your Knowledge Management Strategy, Have You…?
Advisors Are a Key Part of Knowledge Creation
What are the Greatest Challenges in Managing Your Knowledge Base?
Finding Information Quickly Is the Biggest Challenge
How are Digital Channels Managed with Your WFM Solution?
Half of Contact Centres Manually Forecast Digital Channels
Where Would You Like to See Video Used in Future Contact Centres?
Video Has a Mainstream Future
The Future of Call Centres - Remote or Hybrid?
The Future of Call Centres – Remote or Hybrid?
Companies Prioritise Customer Service Over Sales When Monitoring Conversations
Customer Service Prioritised Over Sales When Monitoring Conversations
Christmas Planning Poll Featured Image
Have You Started Your Christmas Planning Yet?
Increasing AHT to Help Improve FCR
Increasing AHT to Help Improve FCR
Used Headsets Poll Featured Image
58% of People Would Accept Used Headsets
How Do You Operate Induction Training? Cover
How Do You Operate Induction Training?
how many screens (monitors) do your agents use? Cover
Two Is the Magic Number
2014 survey report
What Contact Centres Are Doing Right Now (2014 Edition)
How Do You Calculate ROI In Your Contact Centre? Poll Cover
Shocking Number Failing to Measure ROI in the Contact Centre
Most Important Measure of Success
Customer Satisfaction Now the Most Important Measure of Success
Contact Centre or Call Centre? Which do you prefer?
81% of People Prefer Contact Centre to Call Centre
How many applications do your agents use to help a customer
51% Use 3-4 Applications to Help a Customer
2020 Survey Report: Is Your Contact Centre Delivering Exceptional Customer Service?
General Customer Service Findings: 2020 Survey Results
22 Survey Cover What Is Your Biggest Scheduling Problem?
What Scheduling Problems Are Contact Centres Facing?
12% of contact centres utilizing wellbeing technology
Only 12% of Contact Centres Utilizing Wellbeing Technology
 
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