Articles - Benchmarking

Benchmarking gives contact centre leaders the context they need to make smarter decisions. This hub brings together industry research, expert analysis, and performance reports that help you compare your operation against key contact centre metrics. Learn how to interpret benchmarking data effectively, spot performance gaps, and set realistic improvement goals. You’ll also find insights from peers and industry studies that reveal emerging trends, helping you track how your centre stacks up and where to focus next for the biggest gains.

Next
RECENT
POPULAR
survey report landscape image
2025 Research: What Contact Centres Are Doing Right Now
Live Chat Concept
8 Benchmarks for Improving Live Chat Performance
image of report cover and inside pages
2024 Survey Report: What Contact Centres Are Doing Right Now
Survey chapter - technology, metrics, channels and more 2023
Latest Trends in Technology, Metrics, and Channel Choice
Wellbeing and DE&I Questions Cover from General Section of 2023 Survey
Industry Stepping Up With Wellbeing and DE&I Strategies
Customer Experience (CX) Chapter Cover 2023
How Are Contact Centres Delivering Great CX?
Quality Assurance (QA) Chapter Cover 2023
How Well Are Contact Centres Managing Quality Assurance?
Workforce Management (WFM) Chapter Cover 2023
Research Insights – What’s Changing in Workforce Management?
Artificial Intelligence (AI) Chapter Cover 2023
Research Insights – Where Are Contact Centres on Their AI Journey?
2023 Survey Contact Centres Not Supporting Vulnerable Customers
Many Contact Centres Not Supporting Vulnerable Customers
2023 Survey Cover Spreadsheets dominate QA Process
Spreadsheets Still Dominate the Quality Process
2023 Survey Cover Employee Engagement in Desperate Need of an Overhaul
Is Employee Engagement in Need of an Overhaul?
2023 Survey Mental Health First Aiders
44% of Contact Centres Have Mental Heath First Aiders
Most Contact Centres Struggling with QA Engagement
Most Contact Centres Struggling With QA Engagement
Survey Graph Most cost effective way to improve cx
Self-Service Most Cost-Effective Way to Improve CX
Chatbots reputation in the gutter
Chatbots’ Reputation in the Gutter
12% of contact centres utilizing wellbeing technology
Only 12% of Contact Centres Utilizing Wellbeing Technology
how many contact centres are using chatgpt survey results
10% of Contact Centres Already Using ChatGPT – How Do You Compare?
A third of callers too impatient to wait more than 1 minute
A Third of Callers Too Impatient to Wait More Than 1 Minute
wfm digital channels contact centre survey results
Contact Centres Struggle With Planning Digital Channels
Only a Quarter of Contact Centres Have an AI Strategy in Place
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?
 
Next