Benchmarking

​The Global Contact Centre Benchmarking Report provides a comprehensive global overview of the state of omnichannel interactions, and customer management in contact centres


A comprehensive, global overview …

Frequently cited by industry analysts and quoted by the media, the Dimension Data Global Contact Centre Benchmarking Report is widely acknowledged as the most useful, authoritative, and comprehensive report of its kind. It’s designed to provide a single point of reference on key aspects affecting customer management within today’s contact centres. We believe it’s the most extensive global overview of its type.

... based on relevant research

Our Report is based on research conducted via a comprehensive survey. We refresh the survey each year to ensure we’re capturing the information that’s most relevant to our industry and its future.

... offering analysis and recommendations

Each chapter comprises four elements to provide thought leadership insights from subject matter experts, hot topic quick tips, an infographic overview, and the findings of our research. Result data is provided via chart or table content, each supplemented by structured commentary.

In each chapter, we:

  • Identify and then qualify the research trend results
  • Present recommendations on how you can plan, optimise, and differentiate your contact centre solutions for tomorrow’s needs
  • Summarise the highlights and main points

Location based highlights

These documents provide an overview of the content from the full 2016 Global Contact Centre Benchmarking Report, but at a Country/Regional level.

 

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