Articles - benchmarking

Benchmarking word cloud concept with abstract background

Call Centre Benchmarking 101

22 Survey Cover What Is Your Biggest Scheduling Problem?

What Scheduling Problems Are Contact Centres Facing?

22 Survey Cover How Do You Capture Customer Feedback?

What Are the Most Popular Methods to Gather Customer Feedback?

22 Survey Cover What Do Your Customers Value Most?

What Do Customers Want From Contact Centres?

22 Survey Graph To Create Your Metric Scores, How Frequently Do You Ask Customers to Complete a Post-Contact Survey?

How Often Do You Ask for a Post-Contact Survey?

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

Which Shifts Are Contact Centres Using?

22 Survey Cover What Are the Most Important Contact Centre Metrics?

What Metrics Are Important to Contact Centres?

22 Survey Cover What Is Your Mix of Contact Channels?

What Contact Centre Channels Are Used Most?

22 Survey Cover What Technology Do You Have in Your Contact Centre?

What Technology Is Being Used in Contact Centres?

22 Survey Cover What Initiatives Do You Currently Have in the Contact Centre?

What Initiatives Are Contact Centres Using?

22 Survey Cover On Average, How Often do Your Home Workers Work From Home?

How Popular Is Working From Home?

2021 CCH Survey Results Headsets Chapter

Contact Centre Headsets: Survey Results

Where Would You Like to See Video Used in Future Contact Centres?

Video Has a Mainstream Future

What is the Greatest Benefit of a Good Knowledge Base?

There Are Three Clear Knowledge Base Benefits

How are Digital Channels Managed with Your WFM Solution?

Half of Contact Centres Manually Forecast Digital Channels

What are the Greatest Challenges in Managing Your Knowledge Base?

Finding Information Quickly Is the Biggest Challenge

As Part of Your Knowledge Management Strategy, Have You…?

Advisors Are a Key Part of Knowledge Creation

On Average How Long do Your Callers Wait Before Abandoning?

Customer Patience Appears to Be at an All-Time Low

On a Scale of 1 - 5, How Accurate is the Information Within Your Knowledge Base?

Knowledge Base Information Is Not as Accurate as It Could Be

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

Analytics Is Most Promising for Identifying Pain Points and Root Cause

Over the Next 5 Years, Which Trend Will Have the Biggest Impact on Contact Centres?

AI Is Set to Take Hold of Contact Centres

How Many Knowledge Sources do Your Advisors Currently Use?

Only One in Ten Contact Centres Have a Single Knowledge Source

What Equipment do You Use for Forecasting and Scheduling?

Spreadsheets Still Dominate WFM

What is Your Biggest Scheduling Problem?

Forecast Volatility Is Causing Scheduling Havoc