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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Survey Graph Most cost effective way to improve cx
Self-Service Most Cost-Effective Way to Improve CX
Chatbots reputation in the gutter
Chatbots’ Reputation in the Gutter
2023 Survey Mental Health First Aiders
44% of Contact Centres Have Mental Heath First Aiders
2023 Survey Cover Employee Engagement in Desperate Need of an Overhaul
Is Employee Engagement in Need of an Overhaul?
2023 Survey Contact Centres Not Supporting Vulnerable Customers
Many Contact Centres Not Supporting Vulnerable Customers
how many contact centres are using chatgpt survey results
10% of Contact Centres Already Using ChatGPT – How Do You Compare?
22 Survey Cover What Is Your Mix of Contact Channels?
What Contact Centre Channels Are Used Most?
The Average Contact Centre Cost per Call in 2016 is £3.64
Which Is Better as a Communication Channel
Which Is Better as a Communication Channel?
which one is most important to you and the Senior Team in telephony featured image poll
What’s Your Most Important Telephony KPI?
“Should companies require any company supplied headsets to be returned if/when the employee leaves?”
Should Companies Require the Return of Headsets?
47% of Contact Centres use Average Handling Time (AHT) to Target Agents
 
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