Articles - Survey

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

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Cost and Security Stall AI adoption in 2024 featured image
Implementation Cost Is the Biggest AI Adoption Barrier, New Survey Reveals
22 Survey Cover What Are the Most Important Contact Centre Metrics?
What Metrics Are Important to Contact Centres?
2020 spring survey report
2020 Survey Report: Is Your Contact Centre Delivering Exceptional Customer Service?
Mixed channels survey results featured image
Over Half of Contact Centre Interactions Still Rely on Voice Calls, New Survey Reveals
2020 Survey Report: What Contact Centres Are Doing Right Now
Call Centre Workforce Management: 2020 Survey Results
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
image of report cover and inside pages
2024 Survey Report: What Contact Centres Are Doing Right Now
Five question marks on colorful stickers notes on the desktop
5 Critical Questions Every Contact Centre Manager Needs to Ask Right Now
Why are leaders failing to engage their teams featured image
Why Are Leaders Failing to Engage Their Teams?
22 Survey Cover How Do You Capture Customer Feedback?
What Are the Most Popular Methods to Gather Customer Feedback?
2017 survey report
White Paper (2017 Edition): What Contact Centres Are Doing Right Now
Artificial Intelligence (AI) Chapter Cover 2023
Research Insights – Where Are Contact Centres on Their AI Journey?
Most Contact Centres Struggling with QA Engagement
Most Contact Centres Struggling With QA Engagement
2021 survey report
2021 Survey Report: What Contact Centres Are Doing Right Now
What Contact Centres are Doing Right Now Featured Image AI Chapter
Artificial Intelligence in the Call Centre: Survey Results
Customer Experience (CX) Chapter Cover 2023
How Are Contact Centres Delivering Great CX?
Survey chapter - technology, metrics, channels and more 2023
Latest Trends in Technology, Metrics, and Channel Choice
Workforce Management (WFM) Chapter Cover 2023
Research Insights – What’s Changing in Workforce Management?
2016 spring survey report
White Paper: How Contact Centres Are Delivering Exceptional Customer Service (2016 Edition)
22 Survey Cover What Do Your Customers Value Most?
What Do Customers Want From Contact Centres?
On Average How Long do Your Callers Wait Before Abandoning?
Customer Patience Appears to Be at an All-Time Low
Quality Assurance (QA) Chapter Cover 2023
How Well Are Contact Centres Managing Quality Assurance?
2020 Survey Report: Is Your Contact Centre Delivering Exceptional Customer Service?
Contact Centre Metrics: 2020 Survey Results
 
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