Articles - Benchmarking

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

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Tiny business people look at product performance indicator
A Step-by-Step Guide to Contact Centre Benchmarking
22 Survey Cover What Are the Most Important Contact Centre Metrics?
What Metrics Are Important to Contact Centres?
2020 spring survey report
2020 Survey Report: Is Your Contact Centre Delivering Exceptional Customer Service?
2020 Survey Report: What Contact Centres Are Doing Right Now
Call Centre Workforce Management: 2020 Survey Results
2023 Survey Cover Spreadsheets dominate QA Process
Spreadsheets Still Dominate the Quality Process
A third of callers too impatient to wait more than 1 minute
A Third of Callers Too Impatient to Wait More Than 1 Minute
image of report cover and inside pages
2024 Survey Report: What Contact Centres Are Doing Right Now
22 Survey Cover How Do You Capture Customer Feedback?
What Are the Most Popular Methods to Gather Customer Feedback?
Benchmarking word cloud concept with abstract background
Call Centre Benchmarking 101
Artificial Intelligence (AI) Chapter Cover 2023
Research Insights – Where Are Contact Centres on Their AI Journey?
Most Contact Centres Struggling with QA Engagement
Most Contact Centres Struggling With QA Engagement
2021 survey report
2021 Survey Report: What Contact Centres Are Doing Right Now
survey report landscape image
2025 Research: What Contact Centres Are Doing Right Now
Live Chat Concept
8 Benchmarks for Improving Live Chat Performance
What Contact Centres are Doing Right Now Featured Image AI Chapter
Artificial Intelligence in the Call Centre: Survey Results
Customer Experience (CX) Chapter Cover 2023
How Are Contact Centres Delivering Great CX?
Survey chapter - technology, metrics, channels and more 2023
Latest Trends in Technology, Metrics, and Channel Choice
Workforce Management (WFM) Chapter Cover 2023
Research Insights – What’s Changing in Workforce Management?
22 Survey Cover What Do Your Customers Value Most?
What Do Customers Want From Contact Centres?
On Average How Long do Your Callers Wait Before Abandoning?
Customer Patience Appears to Be at an All-Time Low
Quality Assurance (QA) Chapter Cover 2023
How Well Are Contact Centres Managing Quality Assurance?
2020 Survey Report: Is Your Contact Centre Delivering Exceptional Customer Service?
Contact Centre Metrics: 2020 Survey Results
Versus screen. Fight backgrounds against each other, Yellow vs red.
Contact Centre Benchmarking vs. Balanced Scorecard: Which Is Best?
A photo of someone throwing away there papers/surveys
Shock: Contact Centres Are Ditching Surveys at an INCREDIBLE Rate
 
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