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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2021 CCH Survey Results Headsets Chapter
Contact Centre Headsets: Survey Results
2022 What Contact Centres Are Doing Right Now Shift Patterns Graph Cover
Which Shifts Are Contact Centres Using?
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
Only a Quarter of Contact Centres Have an AI Strategy in Place
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?
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
2023 Survey Contact Centres Not Supporting Vulnerable Customers
Many Contact Centres Not Supporting Vulnerable Customers
2023 Survey Cover Employee Engagement in Desperate Need of an Overhaul
Is Employee Engagement in Need of an Overhaul?
how many contact centres are using chatgpt survey results
10% of Contact Centres Already Using ChatGPT – How Do You Compare?
2023 Survey Mental Health First Aiders
44% of Contact Centres Have Mental Heath First Aiders
2020 Survey Report: What Contact Centres Are Doing Right Now
General Contact Centre Findings: 2020 Survey Results
2020 Survey Report: What Contact Centres Are Doing Right Now
Contact Centre Cloud Technology: 2020 Survey Results
 
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