Benchmarking Archives - Contact Centre Helper

Benchmarking

Benchmarking gives contact centre leaders the context they need to make smarter decisions. This hub brings together industry research, expert analysis, and performance reports that help you compare your operation against key contact centre metrics. Learn how to interpret benchmarking data effectively, spot performance gaps, and set realistic improvement goals. You’ll also find insights from peers and industry studies that reveal emerging trends, helping you track how your centre stacks up and where to focus next for the biggest gains.

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We Want Your CX Insights!

We Want Your CX Insights!

2025 Research: What Contact Centres Are Doing Right Now

2025 Research: What Contact Centres Are Doing Right Now

8 Benchmarks for Improving Live Chat Performance

8 Benchmarks for Improving Live Chat Performance

2024 Survey Report: What Contact Centres Are Doing Right Now

2024 Survey Report: What Contact Centres Are Doing Right…

Latest Trends in Technology, Metrics, and Channel Choice

Latest Trends in Technology, Metrics, and Channel Choice

Industry Stepping Up With Wellbeing and DE&I Strategies

Industry Stepping Up With Wellbeing and DE&I…

How Are Contact Centres Delivering Great CX?

How Are Contact Centres Delivering Great CX?

How Well Are Contact Centres Managing Quality Assurance?

How Well Are Contact Centres Managing Quality Assurance?

Research Insights – What’s Changing in Workforce Management?

Research Insights – What’s Changing in…

Research Insights – Where Are Contact Centres on Their AI Journey?

Research Insights – Where Are Contact Centres on…

Many Contact Centres Not Supporting Vulnerable Customers

Many Contact Centres Not Supporting Vulnerable Customers

Spreadsheets Still Dominate the Quality Process

Spreadsheets Still Dominate the Quality Process

Is Employee Engagement in Need of an Overhaul?

Is Employee Engagement in Need of an Overhaul?

44% of Contact Centres Have Mental Heath First Aiders

44% of Contact Centres Have Mental Heath First Aiders

Most Contact Centres Struggling With QA Engagement

Most Contact Centres Struggling With QA Engagement

Self-Service Most Cost-Effective Way to Improve CX

Self-Service Most Cost-Effective Way to Improve CX

Chatbots’ Reputation in the Gutter

Chatbots’ Reputation in the Gutter

Only 12% of Contact Centres Utilizing Wellbeing Technology

Only 12% of Contact Centres Utilizing Wellbeing Technology

10% of Contact Centres Already Using ChatGPT – How Do You Compare?

10% of Contact Centres Already Using ChatGPT – How…

A Third of Callers Too Impatient to Wait More Than 1 Minute

A Third of Callers Too Impatient to Wait More Than 1…

Contact Centres Struggle With Planning Digital Channels

Contact Centres Struggle With Planning Digital Channels

Only a Quarter of Contact Centres Have an AI Strategy in Place

Only a Quarter of Contact Centres Have an AI Strategy in…

Call Centre Benchmarking 101

Call Centre Benchmarking 101

What Scheduling Problems Are Contact Centres Facing?

What Scheduling Problems Are Contact Centres Facing?

Are Your Team Leaders Too Busy Chasing Metrics?

Could Your Contact Centre Be Risking a Fine After 2nd August?

Is a Competency Framework Your Answer to Attrition?

Zoom Expands Revenue Accelerator With New AI Sales Features

UJET Tops Info-Tech’s 2026 Midmarket CCaaS Rankings

Guide: White Paper Test Jo

Guide: How to Build a Virtual Agent Your Customer Will Want to Use

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How Automated Call Handling Improves Contact Centre ROI

Knowledge Automation: What Other Vendors Won’t Tell You

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