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Articles - Survey

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

2020 Survey Report: What Contact Centres Are Doing Right Now

Contact Centre Cloud Technology: 2020 Survey Results

Barriers to Your Dream Contact Centre

Barriers to Your Dream Contact Centre

What is Your Primary 2022 Priority?

Efficiency Rules the Roost

What is Your Biggest Scheduling Problem?

Forecast Volatility Is Causing Scheduling Havoc

What Equipment do You Use for Forecasting and Scheduling?

Spreadsheets Still Dominate WFM

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 Mental Health First Aiders

44% of Contact Centres Have Mental Heath First Aiders

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

AI Is Set to Take Hold of Contact Centres

12% of contact centres utilizing wellbeing technology

Only 12% of Contact Centres Utilizing Wellbeing Technology

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

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

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

How are Digital Channels Managed with Your WFM Solution?

Half of Contact Centres Manually Forecast Digital Channels

What is the Greatest Benefit of a Good Knowledge Base?

There Are Three Clear Knowledge Base Benefits

Where Would You Like to See Video Used in Future Contact Centres?

Video Has a Mainstream Future

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

General Customer Service Findings: 2020 Survey Results

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

What Technology Is Being Used in Contact Centres?

2014 survey report

What Contact Centres Are Doing Right Now (2014 Edition)

Five question marks on colorful stickers notes on the desktop

5 Critical Questions Every Contact Centre Manager Needs to Ask Right Now

2021 survey report

2021 Survey Report: What Contact Centres Are Doing Right Now

2020 autumn survey report

2020 Survey Report: What Contact Centres Are Doing Right Now

2016 spring survey report

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