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GCCB Global Contact Centre Benchmarking Report Event
Dimension Data's Global Contact Centre Benchmarking Report has a proud history of comprehensive investigation and reporting on performance levels and operations of contact centres around the world.
It is widely acknowledged to be the most useful, authoritative and comprehensive report of its kind. It covers the full breadth and depth of contact centre management and gives rich information about day-to-day challenges faced by contact centres and current trends within the industry.
Since its first publication by Merchants in 1997, the report has grown to average over 500 participants from more than 60 countries, representing all industry verticals sectors. A truly global report with 14 years worth of historical data, it has become the invaluable reference for all contact centre professionals.
The Benchmarking Report aims to add value to contact centres professionals across the world by enabling the reader to:
Compare contact centre performance with others of similar size, industry and geography;
Identify strengths and weaknesses in key areas of operations management, technology and people and how they measure up
to best practice;
Learn how to improve contact centre effectiveness and efficiency;
Understand today’s trends affecting the industry globally, and what the future may hold
Provide managers with a set of best practice standards and benchmarks, including staffing and training, performance metrics, technology usage, budgets and development plans.
Help decision makers support business cases and those involved in consulting or supplying services to the contact centre industry.
Each section includes insightful analysis and recommendations for day-to-day challenges. Sections within the report include:
Strategy
Operations
Self Service
WFO
Customer interaction
Technology
2009 marked the release of Dimension Data’s world-first comparative benchmarking portal which enables respondents to view their own data as well as compare themselves to others in the same region / industry vertical / size classification and outsourcer vs. captive contact centres.
Never before have contact centres had such unprecedented access to such comprehensive benchmarking capabilities
If you would like your contact centre to access cutting-edge benchmarking and our revolutionary portal, please register for the 2012 survey.
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