Dimension data’s GLOBAL CONTACT CENTRE BENCHMARKING REPORT 2007

The 9^th edition of the Global Contact Centre Benchmarking Report was launched earlier this year, to a positive and welcoming reception from the industry. We enjoyed our highest participation to date in the survey, which is widely recognised as the most comprehensive and representative benchmarking study available, canvassing 403 contact centres from 42 countries around the world.

The Report is clearly structured to ensure readers can extract maximum benefit from each focus area. Each specific focus area of the contact centre is covered and analysed to provide a guide to contact centre development and performance. The Report is suitable for executives, contact centre management and operational management within other focus areas.

Some of the seminal themes that emerged from this year’s Report centred around the core issue of where is the contact centre going?

• Virtualisation across international boundaries
• Corporate procurement becomes key
• Development policies focus on process optimisation and automation
• Focus on strategic Human Resources (HR) issues
• Technology spend to focus on integration and process simplification
• Self-service owned by the multiple functions and teams
• Customer privacy regulation . . . in a country near you
• The converged customer experience is two to five years away

To read the details, request your complimentary summary report.

Copies of Dimension Data’s Global Contact Centre Benchmarking Report 2007 are available for purchase. To order your copy of the Report, simply complete our online order form.

If you are serious about ensuring your contact centre stands head and shoulders above the rest, take part in our annual Benchmarking Survey in order to thoroughly review your contact centre operations.

 Each year our questionnaire is refined by contact centre experts to include the latest trends. As a participant, you will receive expert assessment, a complimentary copy of the final report worth USD 1,500, as well as a personalised output of your data to compare your site/s to the best practice standards set by the Report. Registration is currently open - sign up your contact centre by completing our online registration form. To read more about participation, click here.

The Report is researched and published in its entirety by Dimension Data.

For more information, please visit www.ccbenchmarking.com