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Articles - Survey

Browse our range of survey content to find the latest insights from contact centres.

2018 autumn survey

2018 Survey Report: What Contact Centres Are Doing Right Now

2016 autumn survey report

White Paper (2016 Edition): What Contact Centres Are Doing Right Now

2015 survey report

White Paper: What Contact Centres Are Doing Right Now (2015 Edition)

2023 Survey Contact Centres Not Supporting Vulnerable Customers

Many Contact Centres Not Supporting Vulnerable Customers

2023 Survey Cover Employee Engagement in Desperate Need of an Overhaul

Is Employee Engagement in Need of an Overhaul?

2023 Survey Mental Health First Aiders

44% of Contact Centres Have Mental Heath First Aiders

Survey Graph Most cost effective way to improve cx

Self-Service Most Cost-Effective Way to Improve CX

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

What Equipment do You Use for Forecasting and Scheduling?

Spreadsheets Still Dominate WFM

2014 survey report

What Contact Centres Are Doing Right Now (2014 Edition)

2020 Survey Report: Is Your Contact Centre Delivering Exceptional Customer Service?

General Customer Service Findings: 2020 Survey Results

What is Your Biggest Scheduling Problem?

Forecast Volatility Is Causing Scheduling Havoc

22 Survey Cover What Is Your Biggest Scheduling Problem?

What Scheduling Problems Are Contact Centres Facing?

What is Your Primary 2022 Priority?

Efficiency Rules the Roost

12% of contact centres utilizing wellbeing technology

Only 12% of Contact Centres Utilizing Wellbeing Technology

Barriers to Your Dream Contact Centre

Barriers to Your Dream Contact Centre

Chatbots reputation in the gutter

Chatbots’ Reputation in the Gutter

22 Survey Cover What Is Your Mix of Contact Channels?

What Contact Centre Channels Are Used Most?