Translate

Articles - survey

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?

Quality Assurance (QA) Chapter Cover 2023

How Well Are Contact Centres Managing Quality Assurance?

image of report cover and inside pages

2024 Survey Report: What Contact Centres Are Doing Right Now

Customer Experience (CX) Chapter Cover 2023

How Are Contact Centres Delivering Great CX?

2019 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

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

Contact Centre Headsets: 2020 Survey Results

2016 spring survey report

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

12% of contact centres utilizing wellbeing technology

Only 12% of Contact Centres Utilizing Wellbeing Technology

What Equipment do You Use for Forecasting and Scheduling?

Spreadsheets Still Dominate WFM

Design concept with monitor and art supplies

How to Design Effective CSAT Surveys

What Impact Does Analytics Have on Your CX Strategy and Decision Making?

Analytics Is Most Promising for Identifying Pain Points and Root Cause

2017 survey report

White Paper (2017 Edition): What Contact Centres Are Doing Right Now

On Average How Long do Your Callers Wait Before Abandoning?

Customer Patience Appears to Be at an All-Time Low

2021 CCH Survey Results Headsets Chapter

Contact Centre Headsets: Survey Results

What Contact Centres are Doing Right Now survey results customer experience chapter

Customer Experience in Contact Centres: Survey Results

22 Survey Cover What Is Your Mix of Contact Channels?

What Contact Centre Channels Are Used Most?

Chatbots reputation in the gutter

Chatbots’ Reputation in the Gutter

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

Customer Experience in Contact Centres: 2020 Survey Results

22 Survey Cover What Do Your Customers Value Most?

What Do Customers Want From Contact Centres?

2023 Survey Mental Health First Aiders

44% of Contact Centres Have Mental Heath First Aiders

22 Survey Cover What Is Your Biggest Scheduling Problem?

What Scheduling Problems Are Contact Centres Facing?

2022 What Contact Centres Are Doing Right Now Shift Patterns Graph Cover

Which Shifts Are Contact Centres Using?