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Articles - benchmarking

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

2020 autumn survey report

2020 Survey Report: What Contact Centres Are Doing Right Now

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

Customer and Contact Centre Trends: 2020 Survey Results

2020 Survey Report: What Contact Centres Are Doing Right Now

Call Centre Workforce Management: 2020 Survey Results

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

Contact Centre Cloud Technology: 2020 Survey Results

2020 spring survey report

2020 Survey Report: Is Your Contact Centre Delivering Exceptional Customer Service?

2020 Survey Report: Is Your Contact Centre Delivering Exceptional Customer Service?

General Customer Service Findings: 2020 Survey Results

2020 Survey Report: Is Your Contact Centre Delivering Exceptional Customer Service?

Customer Experience in Contact Centres: 2020 Survey Results

2020 Survey Report: Is Your Contact Centre Delivering Exceptional Customer Service?

Contact Centre Metrics: 2020 Survey Results

2020 Survey Report: Is Your Contact Centre Delivering Exceptional Customer Service?

Contact Centre Headsets: 2020 Survey Results

2019 Survey Report: Is Your Contact Centre Delivering Exceptional Customer Service?

Two people jumping with a chess board representing important skills

Survey Results: The Most Important Customer Service Skills

Tiny business people look at product performance indicator

A Step-by-Step Guide to Contact Centre Benchmarking

A photo of a happy person reading a report

New Survey Reveals Surprising Insights Into the Contact Centre Industry

A picture of a benchmarking sign

8 Benchmarks to Improve Your Live Chat Metrics

A photo of someone throwing away there papers/surveys

Shock: Contact Centres Are Ditching Surveys at an INCREDIBLE Rate

A picture of somebody making a mistake gesture

One in Every Five Contact Centres Make This Surprising Self-Service Mistake

EvaluAgent AI Onboarding Made Easy box

Editor's Pick

Thumbnail The Best Ways to Track Absence in the Contact Centre

The Best Ways to Track Absence in the Contact Centre

Thumbnail Contact Centre Predictions for 2025

Contact Centre Predictions for 2025

Thumbnail 10 Christmas Office Games to Motivate Your Team

10 Christmas Office Games to Motivate Your Team

Thumbnail Stop Doing These Stupid Things to Your Customers

Stop Doing These Stupid Things to Your Customers

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Hot Topics : CX - CCaaS - AI - Analytics - WFM

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