In-House Contact Center Benchmark Report

Are you interested in seeing how your operations compare to your peers, if you’re facing the same challenges as them, and experiencing the same trends as other contact center decision makers and executives?   In Q1 2017, our Advisory Board member Peter Ryan surveyed 300 in-house contact center executives from around the world on various themes that impact their operations on a regular basis.

We’ve summarized the thought-provoking findings into these highlights from the comprehensive report which include:

  • CRM budgets
  • CRM budget priorities
  • Agent attrition levels
  • Current pressure points
  • Data and analytics usage
  • Delivery point assessment