BENCHMARKING

The Global Contact Center Benchmarking Report provides rich and comprehensive information on the day-to-day realities faced by contact centers and the trends occurring in the industry.

Curiosity is one of the most essential skills of a contact center manager. With increasing pressures being placed on contact center managers to contain the costs of, improve efficiencies in and improve the performance of their center, the need to know what is happening and to understand the reasons for it are essential. As a key player in the global contact center industry, we are firmly committed to the ongoing growth of this vibrant industry. We demonstrate our dedication by providing you with an extremely valuable tool for your contact center: The Global Contact Center Benchmarking report.

The report is an industry-renowned study of contact centers around the world and has a proud history of comprehensively investigating and reporting the performance levels achieved and operational realities experienced by global contact centers.

The Benchmarking Report aims to add value to you and your contact center: providing you with information and analysis of operational daily productivity benchmarks through to helping you articulate the true purpose and value of your centers. The report is concerned with the current status of the global contact center market. Its content encompasses the entire sphere of today’s contact center environment. It includes all aspects of contact center operations and performance from strategy, customer management and financial management, through processes and procedures, human resources and training, to technology environment and overall performance management.

The report receives high levels of participation from across the world which means that it presents a balanced picture of an increasingly global industry. One of the unique qualities of the report is that we not only provide you with pages of statistical information, but a combination of data and analysis. In other words, we have requested contact center experts, with years of experience, to use their skills to interpret and illuminate the results - the expert analysis and commentary provides you with a further source of knowledge.

Though primarily targeted at managers and specialists directly involved in contact centers, the report has direct and practical relevance for business personnel that consult, supply services, are responsible or have a connection to or interest in the contact center industry.