Articles - survey

22 Survey Cover What Are the Most Important Contact Centre Metrics?

297

What Metrics Are Important to Contact Centres?

22 Survey Cover What Is Your Mix of Contact Channels?

91

What Contact Centre Channels Are Used Most?

22 Survey Cover What Technology Do You Have in Your Contact Centre?

309

What Technology Is Being Used in Contact Centres?

22 Survey Cover What Initiatives Do You Currently Have in the Contact Centre?

152

What Initiatives Are Contact Centres Using?

22 Survey Cover On Average, How Often do Your Home Workers Work From Home?

74

How Popular Is Working From Home?

Five question marks on colorful stickers notes on the desktop

1,014

5 Critical Questions Every Contact Centre Manager Needs to Ask Right Now

2021 CCH Survey Results Headsets Chapter

135

Contact Centre Headsets: Survey Results

Where Would You Like to See Video Used in Future Contact Centres?

82

Video Has a Mainstream Future

What is the Greatest Benefit of a Good Knowledge Base?

159

There Are Three Clear Knowledge Base Benefits

How are Digital Channels Managed with Your WFM Solution?

136

Half of Contact Centres Manually Forecast Digital Channels

What are the Greatest Challenges in Managing Your Knowledge Base?

150

Finding Information Quickly Is the Biggest Challenge

As Part of Your Knowledge Management Strategy, Have You…?

109

Advisors Are a Key Part of Knowledge Creation

On Average How Long do Your Callers Wait Before Abandoning?

206

Customer Patience Appears to Be at an All-Time Low

On a Scale of 1 - 5, How Accurate is the Information Within Your Knowledge Base?

103

Knowledge Base Information Is Not as Accurate as It Could Be

What Impact Does Analytics Have on Your CX Strategy and Decision Making?

140

Analytics Is Most Promising for Identifying Pain Points and Root Cause

Over the Next 5 Years, Which Trend Will Have the Biggest Impact on Contact Centres?

109

AI Is Set to Take Hold of Contact Centres

How Many Knowledge Sources do Your Advisors Currently Use?

77

Only One in Ten Contact Centres Have a Single Knowledge Source

What Equipment do You Use for Forecasting and Scheduling?

153

Spreadsheets Still Dominate WFM

What is Your Biggest Scheduling Problem?

414

Forecast Volatility Is Causing Scheduling Havoc

What is Your Primary 2022 Priority?

79

Efficiency Rules the Roost

What Contact Centres are Doing Right Now survey results customer experience chapter

1,298

Customer Experience in Contact Centres: Survey Results

What Contact Centres are Doing Right Now Featured Image AI Chapter

707

Artificial Intelligence in the Call Centre: Survey Results

Barriers to Your Dream Contact Centre

450

Barriers to Your Dream Contact Centre

2021 survey report

884

2021 Survey Report: What Contact Centres Are Doing Right Now