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Contact Centre Research

Top reason for attrition poll graph cover

Are Low Wages the Only Reason for High Attrition Rates?

Important Contact Centre metrics

The Most Important Contact Centre Metrics

What are the Greatest Challenges in Managing Your Knowledge Base?

Finding Information Quickly Is the Biggest Challenge

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

AI Is Set to Take Hold of Contact Centres

A graph showing the answers to the question "Which is the most important measure of success for you" with the answers of 7%-customer effort score, 23%-first contact resolution, 47%-customer satisfaction, 11%-net promoter score, 12%- average handle time

Customer Satisfaction is Deemed the Most Important Measure of Success

22 Survey Graph To Create Your Metric Scores, How Frequently Do You Ask Customers to Complete a Post-Contact Survey?

How Often Do You Ask for a Post-Contact Survey?

Call Centre Helper Call Centre Research Release

Call Centre Helper Releases Survey Research

How Many Knowledge Sources do Your Advisors Currently Use?

Only One in Ten Contact Centres Have a Single Knowledge Source

The Best Methods of Communication to Drive Employee Engagement

The Best Methods of Communication to Drive Employee Engagement

Only a Quarter of Contact Centres Have an AI Strategy in Place

Graph answering the question "In your contact centre, which age group are the easiest to motivate?" with the answers of 36%- 16 to 24 yrs, 40%- 25 to 34 years, 17%- 35 to 44yrs, 7%- 45yrs plus.

25–34 Year Olds are The Easiest Advisors to Motivate

Wellbeing and DE&I Questions Cover from General Section of 2023 Survey

Industry Stepping Up With Wellbeing and DE&I Strategies

Companies Prioritise Customer Service Over Sales When Monitoring Conversations

Customer Service Prioritised Over Sales When Monitoring Conversations

2020 Survey Report: What Contact Centres Are Doing Right Now

Contact Centre Cloud Technology: 2020 Survey Results

Soft Skills Gaps are More Important for Regular Training and Coaching

Soft Skills Gaps Are More Important for Regular Training and Coaching

2020 Survey Report: What Contact Centres Are Doing Right Now

General Contact Centre Findings: 2020 Survey Results

2019 autumn survey report

2019 Survey Report: What Contact Centres Are Doing Right Now

Contact-Centre-or-Call-Centre

Most People Prefer the Name Contact Centre over Call Centre

Process Failures are the Main Reason for Repeat Calls

2020 Survey Report: What Contact Centres Are Doing Right Now

Customer and Contact Centre Trends: 2020 Survey Results

2020 Survey Report: What Contact Centres Are Doing Right Now

Speech Analytics in the Contact Centre: 2020 Survey Results

Are your contact centres primarily voice or are you moving to digitizing customer engagements?

Contact Centres Are Primarily Voice

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

What Initiatives Are Contact Centres Using?

2021 survey report

2021 Survey Report: What Contact Centres Are Doing Right Now