Articles - Research

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

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Cost and Security Stall AI adoption in 2024 featured image
Implementation Cost Is the Biggest AI Adoption Barrier, New Survey Reveals
22 Survey Cover What Are the Most Important Contact Centre Metrics?
What Metrics Are Important to Contact Centres?
An image of a clock and a calendar representing shift patterns
Contact Centre Shift Patterns: The Latest Findings
Survey 2021 Contact Centre Technology
Contact Centre Technology Trends
2020 spring survey report
2020 Survey Report: Is Your Contact Centre Delivering Exceptional Customer Service?
What-software-do-you-use-for-forecasting
Spreadsheets do not Replace WFM for Forecasting
The Majority of Contact Centres Handle Their Calls Within Ten Minutes
How-many-web-chats-can-an-agent-handle-at-the-same-time
An Agent Can Handle No More Than 3 Webchats at the Same Time
Mixed channels survey results featured image
Over Half of Contact Centre Interactions Still Rely on Voice Calls, New Survey Reveals
2020 Survey Report: What Contact Centres Are Doing Right Now
Call Centre Workforce Management: 2020 Survey Results
2023 Survey Cover Spreadsheets dominate QA Process
Spreadsheets Still Dominate the Quality Process
Do you feel you're effectively utilising Voice of the Customer (VoC) data to drive improvements across the contact centre and wider business poll cover
Missing Opportunities With Voice of the Customer Data
A third of callers too impatient to wait more than 1 minute
A Third of Callers Too Impatient to Wait More Than 1 Minute
What Percentage of Your Customers Use a Digital Channel? Poll Cover
What Percentage of Your Customers Use a Digital Channel?
Leadership vs Management: Is One a Subset of the Other Poll Cover
Leadership vs. Management: Is One a Subset of the Other?
image of report cover and inside pages
2024 Survey Report: What Contact Centres Are Doing Right Now
Five question marks on colorful stickers notes on the desktop
5 Critical Questions Every Contact Centre Manager Needs to Ask Right Now
Why are leaders failing to engage their teams featured image
Why Are Leaders Failing to Engage Their Teams?
22 Survey Cover How Do You Capture Customer Feedback?
What Are the Most Popular Methods to Gather Customer Feedback?
2017 survey report
White Paper (2017 Edition): What Contact Centres Are Doing Right Now
Can a regional accent make or break the success of a call centre agent cover
The Impact of Accents
Artificial Intelligence (AI) Chapter Cover 2023
Research Insights – Where Are Contact Centres on Their AI Journey?
The Right Contact Centre Opening Hours with two clocks with a question mark and lightbulb
Finding the Ideal Opening Hours for Your Contact Centre
Most Contact Centres Struggling with QA Engagement
Most Contact Centres Struggling With QA Engagement
 
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