Global Contact Centre Benchmarking report
In today's increasingly global industry, contact centres face growing pressures to meet rising customer service expectations, performance targets and delivery expectations - all within constrained budgets.
The 2005 Global Contact Centre Benchmarking survey provides organisations with the opportunity to see how their contact centres measure up against global, regional and industry performance standards, understand the latest industry trends and see how different contact centres are responding to today's challenges.
The February 2005 edition is the seventh in a series of the industry-renowned benchmarking reports.
The report has balanced global and industry representation from over 165 participating contact centres located across 24 countries, and five continents, and is an invaluable reference for all contact centre professionals.
Synovate has been conducting the Global Contact Centre Benchmarking research for many years.
Dimension Data is our partner in producing the report, since they have extensive expertise and insight into the contact centre industry globally, and the report is published under the auspices of Merchants, a leading contact centre solutions company in Europe.