Is your contact centre falling behind or are you ahead of the game? How are you to know?
Well, the results of our annual “What Contact Centres Are Doing Right Now?” report are in, giving you a great opportunity to benchmark your contact centre against more than 250 others.
Yet it’s not just one or two areas in which you can benchmark your contact centre, this in-depth research covers a number of different topics, to get the greatest possible insight into the industry today.
So, you can find industry standards across a number of different contact centre areas, from workforce management (WFM) to key metric scores and much much more.
In fact, to give you a better idea of what insights this research provides, here are three examples of the 26 questions that we collected responses to:
- What initiatives do you currently have in the contact centre?
- Which channels do you offer to your customers?
- How far off were your contact centre forecasts in the past month?
With the aim of the survey being to capture a snapshot view of what contact centres are doing right now, this report offers a great reference to assess where your operation is, needs to be or aspires to reach.
To download a copy of our great new research, just follow the link: What Contact Centres Are Doing Right Now (2019 Edition)