Articles - Survey

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

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2023 Survey Cover Spreadsheets dominate QA Process
Spreadsheets Still Dominate the Quality Process
Survey chapter - technology, metrics, channels and more 2023
Latest Trends in Technology, Metrics, and Channel Choice
Why are leaders failing to engage their teams featured image
Why Are Leaders Failing to Engage Their Teams?
Quality Assurance (QA) Chapter Cover 2023
How Well Are Contact Centres Managing Quality Assurance?
Cost and Security Stall AI adoption in 2024 featured image
Implementation Cost Is the Biggest AI Adoption Barrier, New Survey Reveals
Workforce Management (WFM) Chapter Cover 2023
Research Insights – What’s Changing in Workforce Management?
2019 Survey Report: Is Your Contact Centre Delivering Exceptional Customer Service?
image of report cover and inside pages
2024 Survey Report: What Contact Centres Are Doing Right Now
2023 Survey Contact Centres Not Supporting Vulnerable Customers
Many Contact Centres Not Supporting Vulnerable Customers
2021 CCH Survey Results Headsets Chapter
Contact Centre Headsets: Survey Results
22 Survey Cover How Do You Capture Customer Feedback?
What Are the Most Popular Methods to Gather Customer Feedback?
Chatbots reputation in the gutter
Chatbots’ Reputation in the Gutter
Mixed channels survey results featured image
Over Half of Contact Centre Interactions Still Rely on Voice Calls, New Survey Reveals
2020 spring survey report
2020 Survey Report: Is Your Contact Centre Delivering Exceptional Customer Service?
What Contact Centres are Doing Right Now Featured Image AI Chapter
Artificial Intelligence in the Call Centre: Survey Results
2017 survey report
White Paper (2017 Edition): What Contact Centres Are Doing Right Now
2020 Survey Report: What Contact Centres Are Doing Right Now
Call Centre Workforce Management: 2020 Survey Results
2022 What Contact Centres Are Doing Right Now Shift Patterns Graph Cover
Which Shifts Are Contact Centres Using?
22 Survey Cover On Average, How Often do Your Home Workers Work From Home?
How Popular Is Working From Home?
22 Survey Cover What Is Your Mix of Contact Channels?
What Contact Centre Channels Are Used Most?
On Average How Long do Your Callers Wait Before Abandoning?
Customer Patience Appears to Be at an All-Time Low
What Contact Centres are Doing Right Now survey results customer experience chapter
Customer Experience in Contact Centres: Survey Results
how many contact centres are using chatgpt survey results
10% of Contact Centres Already Using ChatGPT – How Do You Compare?
Most Contact Centres Struggling with QA Engagement
Most Contact Centres Struggling With QA Engagement
 
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