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.

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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
What is Your Primary 2022 Priority?
Efficiency Rules the Roost
What Contact Centres are Doing Right Now survey results customer experience chapter
Customer Experience in Contact Centres: Survey Results
What Contact Centres are Doing Right Now Featured Image AI Chapter
Artificial Intelligence in the Call Centre: Survey Results
 
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