Articles - Survey

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

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Why are leaders failing to engage their teams featured image
Why Are Leaders Failing to Engage Their Teams?
Cost and Security Stall AI adoption in 2024 featured image
Implementation Cost Is the Biggest AI Adoption Barrier, New Survey Reveals
Mixed channels survey results featured image
Over Half of Contact Centre Interactions Still Rely on Voice Calls, New Survey Reveals
image of report cover and inside pages
2024 Survey Report: What Contact Centres Are Doing Right Now
Survey chapter - technology, metrics, channels and more 2023
Latest Trends in Technology, Metrics, and Channel Choice
Wellbeing and DE&I Questions Cover from General Section of 2023 Survey
Industry Stepping Up With Wellbeing and DE&I Strategies
Customer Experience (CX) Chapter Cover 2023
How Are Contact Centres Delivering Great CX?
Quality Assurance (QA) Chapter Cover 2023
How Well Are Contact Centres Managing Quality Assurance?
Workforce Management (WFM) Chapter Cover 2023
Research Insights – What’s Changing in Workforce Management?
Artificial Intelligence (AI) Chapter Cover 2023
Research Insights – Where Are Contact Centres on Their AI Journey?
Advisor Experience and Engagement Chapter Cover 2023
How Well Are Contact Centres Managing Advisor Experience & Engagement?
2023 Survey Contact Centres Not Supporting Vulnerable Customers
Many Contact Centres Not Supporting Vulnerable Customers
2023 Survey Cover Spreadsheets dominate QA Process
Spreadsheets Still Dominate the Quality Process
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
Most Contact Centres Struggling with QA Engagement
Most Contact Centres Struggling With QA Engagement
Survey Graph Most cost effective way to improve cx
Self-Service Most Cost-Effective Way to Improve CX
Chatbots reputation in the gutter
Chatbots’ Reputation in the Gutter
12% of contact centres utilizing wellbeing technology
Only 12% of Contact Centres Utilizing Wellbeing Technology
how many contact centres are using chatgpt survey results
10% of Contact Centres Already Using ChatGPT – How Do You Compare?
A third of callers too impatient to wait more than 1 minute
A Third of Callers Too Impatient to Wait More Than 1 Minute
wfm digital channels contact centre survey results
Contact Centres Struggle With Planning Digital Channels
Only a Quarter of Contact Centres Have an AI Strategy in Place
22 Survey Cover What Is Your Biggest Scheduling Problem?
What Scheduling Problems Are Contact Centres Facing?
 
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