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Articles - survey

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

2023 Survey Contact Centres Not Supporting Vulnerable Customers

Many Contact Centres Not Supporting Vulnerable Customers

2021 survey report

2021 Survey Report: What Contact Centres Are Doing Right Now

2020 Survey Report: What Contact Centres Are Doing Right Now

Speech Analytics in the Contact Centre: 2020 Survey Results

how many contact centres are using chatgpt survey results

10% of Contact Centres Already Using ChatGPT – How Do You Compare?

2023 Survey Cover Spreadsheets dominate QA Process

Spreadsheets Still Dominate the Quality Process

A third of callers too impatient to wait more than 1 minute

A Third of Callers Too Impatient to Wait More Than 1 Minute

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

What Technology Is Being Used in Contact Centres?

Survey Graph Most cost effective way to improve cx

Self-Service Most Cost-Effective Way to Improve CX

What are the Greatest Challenges in Managing Your Knowledge Base?

Finding Information Quickly Is the Biggest Challenge

wfm digital channels contact centre survey results

Contact Centres Struggle With Planning Digital Channels

2020 spring survey report

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

2020 Survey Report: What Contact Centres Are Doing Right Now

Call Centre Workforce Management: 2020 Survey Results

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

How Many Knowledge Sources do Your Advisors Currently Use?

Only One in Ten Contact Centres Have a Single Knowledge Source

2020 autumn survey report

2020 Survey Report: What Contact Centres Are Doing Right Now

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

Advisors Are a Key Part of Knowledge Creation

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

AI Is Set to Take Hold of Contact Centres

2019 autumn survey report

2019 Survey Report: What Contact Centres Are Doing Right Now

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

How Popular Is Working From Home?

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?

2018 autumn survey

2018 Survey Report: What Contact Centres Are Doing Right Now

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