Dimension Data CX

2016 Dimension Data Global Contact Centre Benchmarking Report: Consumer Goods and Retail

Digital technology is fast transforming the global contact centre industry. Organisations now recognise customer experience (CX) as a key differentiator. It’s become the top indicator of strategic performance in the boardroom — it’s also the top driver for self and assisted-service contact channel options. Yet this year’s Global Contact Centre Benchmarking Report highlights that digital channels could be more powerful if shown more of a ‘human touch’.