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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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How Popular Is Working From Home?

How Popular Is Working From Home?

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

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

Video Has a Mainstream Future

Video Has a Mainstream Future

Spreadsheets Still Dominate the Quality Process

Spreadsheets Still Dominate the Quality Process

Efficiency Rules the Roost

Efficiency Rules the Roost

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

10% of Contact Centres Already Using ChatGPT – How…

Most Contact Centres Struggling With QA Engagement

Most Contact Centres Struggling With QA Engagement

Industry Stepping Up With Wellbeing and DE&I Strategies

Industry Stepping Up With Wellbeing and DE&I…

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

Research Insights – Where Are Contact Centres on…

How Often Do You Ask for a Post-Contact Survey?

How Often Do You Ask for a Post-Contact Survey?

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

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

Self-Service Most Cost-Effective Way to Improve CX

Self-Service Most Cost-Effective Way to Improve CX

Contact Centres Struggle With Planning Digital Channels

Contact Centres Struggle With Planning Digital Channels

44% of Contact Centres Have Mental Heath First Aiders

44% of Contact Centres Have Mental Heath First Aiders

Is Employee Engagement in Need of an Overhaul?

Is Employee Engagement in Need of an Overhaul?

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

Many Contact Centres Not Supporting Vulnerable Customers

Many Contact Centres Not Supporting Vulnerable Customers

2019 Survey Report: What Contact Centres Are Doing Right Now

2019 Survey Report: What Contact Centres Are Doing Right…

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Top Stories

How to Deal with That Awkward Agent

7 Ways You’re Punishing Your Best Agents Right Now

Is Flexible Working a Dying Perk in the Contact Centre?

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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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Guide: The QA Manager’s 7-Step Guide to Survive Black Friday

Research: The Future of AI-Powered Experiences

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Why Waiting for Reports is Killing Your CX (and How AI Fixes It) – Webinar

24th September 2025

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How To Forward a Voicemail on Any Device

What is Sentiment Analysis, and How Can it Improve CX?

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