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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2020 Survey Report: What Contact Centres Are Doing Right Now
Speech Analytics in the Contact Centre: 2020 Survey Results
2020 Survey Report: What Contact Centres Are Doing Right Now
Customer and Contact Centre Trends: 2020 Survey Results
What Equipment do You Use for Forecasting and Scheduling?
Spreadsheets Still Dominate WFM
A photo of a happy person reading a report
New Survey Reveals Surprising Insights Into the Contact Centre Industry
A picture of somebody making a mistake gesture
One in Every Five Contact Centres Make This Surprising Self-Service Mistake
Chatbots reputation in the gutter
Chatbots’ Reputation in the Gutter
Survey Graph Most cost effective way to improve cx
Self-Service Most Cost-Effective Way to Improve CX
What is Your Primary 2022 Priority?
Efficiency Rules the Roost
12% of contact centres utilizing wellbeing technology
Only 12% of Contact Centres Utilizing Wellbeing Technology
What is Your Biggest Scheduling Problem?
Forecast Volatility Is Causing Scheduling Havoc
As Part of Your Knowledge Management Strategy, Have You…?
Advisors Are a Key Part of Knowledge Creation
22 Survey Cover What Is Your Biggest Scheduling Problem?
What Scheduling Problems Are Contact Centres Facing?
Over the Next 5 Years, Which Trend Will Have the Biggest Impact on Contact Centres?
AI Is Set to Take Hold of Contact Centres
2020 Survey Report: Is Your Contact Centre Delivering Exceptional Customer Service?
General Customer Service Findings: 2020 Survey Results
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
Where Would You Like to See Video Used in Future Contact Centres?
Video Has a Mainstream Future
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
22 Survey Cover What Is Your Mix of Contact Channels?
What Contact Centre Channels Are Used Most?
 
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