Translate
Home
Articles
Hints and Tips
Customer Experience
Employee Engagement
Service Strategy
Management
Skills
Life
Planning
Quality
Technology
Technology
Insights
AI
Analytics
Contact Centre Software
CCaaS
Headsets
Knowledge Management
WFM
Quality
Voice of Customer
Video
Video
Recorded Webinars
Resources
Resources
Reports
Research
Hints & tips
Directory
Webinars
Recorded Webinars
Definitions
Newsletter
Webinars
Webinars
Recorded Webinars
Events
Tools
Tools
Erlang Calculator
Forecasting
Multi-Channel Calculator
Cheat Sheets
Dashboard Template
Schedule Adherence
Call Monitoring Form
Jargon
Erlang
Erlang Calculator
Erlang Calculation
Erlang Formula
Excel Calculator
Online Calculator
What is an Erlang?
Insights
Business Insights
Industry Insights
Latest News
Events
Case Studies
Videos
Webinars
Forum
LinkedIn Community
WFM
WFM
Planning
Forecasting
Scheduling
IntraDay
Erlang
Directory
News
Events
Events
Webinars
Recorded Webinars
Advertise
Advertise
Media Pack
About Us
☰
Articles - benchmarking
Next
RECENT
POPULAR
What Contact Centre Channels Are Used Most?
8 Benchmarks to Improve Your Live Chat Metrics
Contact Centre Benchmarking vs. Balanced Scorecard: Which Is Best?
Speech Analytics in the Contact Centre: 2020 Survey Results
2021 Survey Report: What Contact Centres Are Doing Right Now
Forecast Volatility Is Causing Scheduling Havoc
What Technology Is Being Used in Contact Centres?
General Customer Service Findings: 2020 Survey Results
Call Centre Benchmarking 101
What Scheduling Problems Are Contact Centres Facing?
2020 Survey Report: What Contact Centres Are Doing Right Now
Customer Patience Appears to Be at an All-Time Low
Is Employee Engagement in Need of an Overhaul?
Contact Centre Headsets: 2020 Survey Results
10% of Contact Centres Already Using ChatGPT – How Do You Compare?
What Do Customers Want From Contact Centres?
A Third of Callers Too Impatient to Wait More Than 1 Minute
Shock: Contact Centres Are Ditching Surveys at an INCREDIBLE Rate
How Popular Is Working From Home?
Customer Experience in Contact Centres: Survey Results
Which Shifts Are Contact Centres Using?
2019 Survey Report: Is Your Contact Centre Delivering Exceptional Customer Service?
Customer Experience in Contact Centres: 2020 Survey Results
Only a Quarter of Contact Centres Have an AI Strategy in Place
Next
Editor's Pick
21 Amazing Habits to Foster in Your Frontline Agents
How to Develop Empathy as a Skill in Your Frontline Teams
Tackle the 3 A’s – Absence, Agent Burnout, and Attrition
10 Ways to Be More Customer Centric
Latest Resources
eBook: Empowering WFM with AI
Manager's Guide: Choosing The Right Conversation Intelligence Platform
Upcoming Events
Unleash Gen AI-Powered Growth in Your Contact Center – Webinar
Tue 07 May 2024
Evolving Your WFM Strategy – Webinar
Wed 08 May 2024
Latest Insights
Contact Centres in 2030: The AI Frontier – Where Humans and Machines Unite
The Death of the IVR: How Generative AI is Transforming Customer Service
Featured Articles
The Key Elements of a CX Lifecycle and Ways to Improve It
21 Ways to Say “I’m Sorry” and Apologize to a Customer for Bad Service
What is Attrition Rate and How to Calculate It
The Top 10 Call-Closing Statement Examples
Popular Pages
The Ultimate List of Positive Words, Phrases, and Sentences to Brighten Your Customer’s Day
The Top 50 Words to Describe Yourself on Your CV in 2024
Contact Centre Dashboard Excel Template
Alpha, Bravo, Charlie… What is the Phonetic Alphabet and How Does it Improve Call Centre Service?