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Articles - Benchmarking

Find and explore a range of content call centre, contact centre and BPO benchmarking best practices to compare performance and set goals.

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?

22 Survey Cover What Do Your Customers Value Most?

What Do Customers Want From Contact Centres?