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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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2021 Survey Report: What Contact Centres Are Doing Right Now

2021 Survey Report: What Contact Centres Are Doing Right…

2020 Survey Report: What Contact Centres Are Doing Right Now

2020 Survey Report: What Contact Centres Are Doing Right…

General Contact Centre Findings: 2020 Survey Results

General Contact Centre Findings: 2020 Survey Results

Customer and Contact Centre Trends: 2020 Survey Results

Customer and Contact Centre Trends: 2020 Survey Results

Call Centre Workforce Management: 2020 Survey Results

Call Centre Workforce Management: 2020 Survey Results

Speech Analytics in the Contact Centre: 2020 Survey Results

Speech Analytics in the Contact Centre: 2020 Survey…

Contact Centre Cloud Technology: 2020 Survey Results

Contact Centre Cloud Technology: 2020 Survey Results

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

2020 Survey Report: Is Your Contact Centre Delivering…

General Customer Service Findings: 2020 Survey Results

General Customer Service Findings: 2020 Survey Results

Customer Experience in Contact Centres: 2020 Survey Results

Customer Experience in Contact Centres: 2020 Survey…

Contact Centre Metrics: 2020 Survey Results

Contact Centre Metrics: 2020 Survey Results

Contact Centre Headsets: 2020 Survey Results

Contact Centre Headsets: 2020 Survey Results

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

2019 Survey Report: Is Your Contact Centre Delivering…

Survey Results: The Most Important Customer Service Skills

Survey Results: The Most Important Customer Service Skills

A Step-by-Step Guide to Contact Centre Benchmarking

A Step-by-Step Guide to Contact Centre Benchmarking

New Survey Reveals Surprising Insights Into the Contact Centre Industry

New Survey Reveals Surprising Insights Into the Contact…

Shock: Contact Centres Are Ditching Surveys at an INCREDIBLE Rate

Shock: Contact Centres Are Ditching Surveys at an…

2019 Survey Report: What Contact Centres Are Doing Right Now

2019 Survey Report: What Contact Centres Are Doing Right…

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

One in Every Five Contact Centres Make This Surprising…

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Top Stories

How to Deal with That Awkward Agent

7 Ways You’re Punishing Your Best Agents Right Now

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8×8 Enters a Strategic Partnership With ULAP

Talkdesk Secures Top Spots in G2 Fall 2025 Reports

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Research: The Future of AI-Powered Experiences

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