This white paper presents findings from the 2025 Call Centre Helper industry survey, offering a detailed snapshot of how contact centres are evolving amid rising costs, changing customer expectations, and rapid AI adoption. The report highlights that nearly 90% of contact centres are already using or planning to deploy AI, with growing focus on chatbots, self-service, agent assistance, and analytics. It reveals shifting channel mixes, including a notable dip in inbound voice as automation expands, while voice remains dominant overall. The paper also explores workforce trends such as hybrid work, employee engagement, wellbeing initiatives, leadership challenges, and scheduling pressures. Through expert commentary and benchmarking data, the report positions contact centres as transitioning f

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