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Contact Centre Research

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

Customer Experience in Contact Centres: 2020 Survey Results

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

Contact Centre Metrics: 2020 Survey Results

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

Contact Centre Headsets: 2020 Survey Results

2019 autumn survey report

2019 Survey Report: What Contact Centres Are Doing Right Now

2019 Survey Report: Is Your Contact Centre Delivering Exceptional Customer Service?

2018 autumn survey

2018 Survey Report: What Contact Centres Are Doing Right Now

2017 survey report

White Paper (2017 Edition): What Contact Centres Are Doing Right Now

2016 autumn survey report

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

2016 spring survey report

White Paper: How Contact Centres Are Delivering Exceptional Customer Service (2016 Edition)

2015 survey report

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

Full-Time Workers Are Not the Most Productive

Contact Centre or Call Centre? Which do you prefer?

81% of People Prefer Contact Centre to Call Centre

An image of a clock and a calendar representing shift patterns

Contact Centre Shift Patterns: The Latest Findings

Most Important Measure of Success

Customer Satisfaction Now the Most Important Measure of Success

How many applications do your agents use to help a customer

51% Use 3-4 Applications to Help a Customer

2021 CCH Survey Results Knowledge Base Challenges

Survey Results: Knowledge Base Challenges

Two people jumping with a chess board representing important skills

Survey Results: The Most Important Customer Service Skills

A photo of a happy person reading a report

New Survey Reveals Surprising Insights Into the Contact Centre Industry

Contact Centres Aren’t Adapting Self-Service Systems After Installation

Over a Quarter of Customer Contacts are Low Quality

Contact Centres Prioritise Quality and Performance Speech Analytics

More Than Half of Contact Centres Are Looking to Deploy Speech Analytics

Most Contact Centres Do Not Measure Emotion in Their Metrics

Most Contact Centres Use Platform Stats to Measure Agent Performance