Articles - benchmarking

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

Previous
Next
RECENT
POPULAR
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?
Wellbeing and DE&I Questions Cover from General Section of 2023 Survey
Industry Stepping Up With Wellbeing and DE&I Strategies
2020 autumn survey report
2020 Survey Report: What Contact Centres Are Doing Right Now
2019 Survey Report: Is Your Contact Centre Delivering Exceptional Customer Service?
2020 Survey Report: Is Your Contact Centre Delivering Exceptional Customer Service?
Customer Experience in Contact Centres: 2020 Survey Results
22 Survey Cover What Technology Do You Have in Your Contact Centre?
What Technology Is Being Used in Contact Centres?
Two people jumping with a chess board representing important skills
Survey Results: The Most Important Customer Service Skills
What Impact Does Analytics Have on Your CX Strategy and Decision Making?
Analytics Is Most Promising for Identifying Pain Points and Root Cause
wfm digital channels contact centre survey results
Contact Centres Struggle With Planning Digital Channels
2020 Survey Report: Is Your Contact Centre Delivering Exceptional Customer Service?
Contact Centre Headsets: 2020 Survey Results
What Contact Centres are Doing Right Now survey results customer experience chapter
Customer Experience in Contact Centres: Survey Results
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?
Only a Quarter of Contact Centres Have an AI Strategy in Place
How Many Knowledge Sources do Your Advisors Currently Use?
Only One in Ten Contact Centres Have a Single Knowledge Source
What is the Greatest Benefit of a Good Knowledge Base?
There Are Three Clear Knowledge Base Benefits
Chatbots reputation in the gutter
Chatbots’ Reputation in the Gutter
2023 Survey Mental Health First Aiders
44% of Contact Centres Have Mental Heath First Aiders
2023 Survey Cover Employee Engagement in Desperate Need of an Overhaul
Is Employee Engagement in Need of an Overhaul?
2023 Survey Contact Centres Not Supporting Vulnerable Customers
Many Contact Centres Not Supporting Vulnerable Customers
2020 Survey Report: What Contact Centres Are Doing Right Now
Speech Analytics in the Contact Centre: 2020 Survey Results
how many contact centres are using chatgpt survey results
10% of Contact Centres Already Using ChatGPT – How Do You Compare?
A picture of somebody making a mistake gesture
One in Every Five Contact Centres Make This Surprising Self-Service Mistake
2020 Survey Report: What Contact Centres Are Doing Right Now
Customer and Contact Centre Trends: 2020 Survey Results
 
Previous
Next