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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What Impact Does Analytics Have on Your CX Strategy and Decision Making?
Analytics Is Most Promising for Identifying Pain Points and Root Cause
Versus screen. Fight backgrounds against each other, Yellow vs red.
Contact Centre Benchmarking vs. Balanced Scorecard: Which Is Best?
Artificial Intelligence (AI) Chapter Cover 2023
Research Insights – Where Are Contact Centres on Their AI Journey?
How are Digital Channels Managed with Your WFM Solution?
Half of Contact Centres Manually Forecast Digital Channels
2020 Survey Report: Is Your Contact Centre Delivering Exceptional Customer Service?
Contact Centre Metrics: 2020 Survey Results
2023 Survey Cover Spreadsheets dominate QA Process
Spreadsheets Still Dominate the Quality Process
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?
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 Survey Report: Is Your Contact Centre Delivering Exceptional Customer Service?
General Customer Service Findings: 2020 Survey Results
As Part of Your Knowledge Management Strategy, Have You…?
Advisors Are a Key Part of Knowledge Creation
What is the Greatest Benefit of a Good Knowledge Base?
There Are Three Clear Knowledge Base Benefits
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
Survey Graph Most cost effective way to improve cx
Self-Service Most Cost-Effective Way to Improve CX
What are the Greatest Challenges in Managing Your Knowledge Base?
Finding Information Quickly Is the Biggest Challenge
Over the Next 5 Years, Which Trend Will Have the Biggest Impact on Contact Centres?
AI Is Set to Take Hold of Contact Centres
A picture of somebody making a mistake gesture
One in Every Five Contact Centres Make This Surprising Self-Service Mistake
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
Only a Quarter of Contact Centres Have an AI Strategy in Place
Wellbeing and DE&I Questions Cover from General Section of 2023 Survey
Industry Stepping Up With Wellbeing and DE&I Strategies
2020 Survey Report: What Contact Centres Are Doing Right Now
Contact Centre Cloud Technology: 2020 Survey Results
2020 Survey Report: What Contact Centres Are Doing Right Now
General Contact Centre Findings: 2020 Survey Results
 
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