Dimension Data Global Contact Centre Benchmarking Report
The Dimension Data Global Contact Centre Benchmarking Report is widely acknowledged as the most useful, authoritative and comprehensive research study of its kind.
Supported by over 40 of the world’s most important industry groups and associations the 2016 Dimension Data Global Contact Centre Benchmarking Report contains around 700 data points drawn from 1,320 organisations respondents across 81 countries.
As a member of the CCMA, we’re delighted to invite you to visit the Dimension Data benchmarking microsite to explore this years findings…
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- Global findings summary report - Download here
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Benchmarking reports from Contact Babel include:
The UK Contact Centre HR & Operational Benchmarking Report
A major study of UK contact centre operations, looking in depth at salaries, attrition, absence, recruitment, training, operational performance benchmarks, budgets and growth. Segmented by vertical market and contact centre size. With historical stats and projections. Published: October - £295 ( £50 discount for CCMA members)
UK Contact Centres: The State of the Industry
Focused on vendor requirements. Details the size, shape, structure and future of the industry in figures, with forecasts until 2016. Data (agent positions, jobs and contact centre numbers) are segmented by vertical market and size bands.Published: December - £1,095
The UK Contact Centre Decision-Makers’ Guide
The 11th edition of the largest and most comprehensive study of the UK’s contact centre industry. Key statistics and insight into all elements of the contact centre industry - including technology, HR, benchmarking, strategy and investments. Published: October – free
The Inner Circle Guides
Definitive studies of key technologies, solutions and suppliers in the customer contact space, with a focus on the specific commercial benefit to businesses: the topic must be hot, and poorly-understood.
Currently, we have Inner Circle Guides to Speech Analytics, and Cloud-based Contact Centre Solutions.The 3rd Guide in the series is on Multichannel (July 2013) and the 4th on Self-Service (Q4 2013). Cost – free.
To order your copies please visit contact babel via their website www.contactbabel.com/reports.cfm
Deloitte Global Contact Centre Survey
This survey focused on contact centre industry leaders' perspectives on both current and forward looking topics across the dimensions of contact centre strategy, operations, people and technology.
For a copy of this report please click here