2016 global contact centre benchmarking report pdf

Benchmarking report 2016 survey now open contact centre. Call center performance benchmarking report pdf opsdog. Annual global benchmarking survey of customer management and the contact centre. The the 2017 global benchmarking report pdf suggests that the top trends are. Upon submission of the form, you will be able to download the report in pdf format. Contact centres have undergone an irreversible evolution over the last decade. Digital contact in the form of email, web chat, social media, and selfservice. Dimension datas 2015 global contact center benchmarking. In addition, it contains severals useful graphs and charts, one of which can be seen on this page. It contains more than 700 data points on every industry news.

Jun 21, 2016 the 2016 contact centre benchmarking report 1. It means that more and more contact centre customers around the world no longer want to use. Summary results from the 2015 global contact centre benchmarking report presented at the contact centre world conference in berlin, february 24th 2015 slideshare uses cookies to improve functionality and performance, and to provide you with relevant advertising. Contact centres have evolved irreversibly over the last decade. Contact centre benchmark report customer experience. Deloittes global benchmarking center gbc is dedicated to helping clients assess their performance compared to their peers and quantify opportunities for improvement. Global risks of highest concern for doing business 2016. Global contact centre benchmarking report 2015 ccw berlin. Contact handling metrics, such as contact handle time this benchmark report explains each kpi, how it is measured, and how it is. The 2016 global contact centre benchmarking report displays our capability as the worlds leading cx solutions provider, helping clients.

The 2016 global contact centre benchmarking report displays our capability as the worlds leading cx solutions provider, helping clients deliver customer journeys designed for great customer. Global contact centre benchmarking report, dimension data 2017. She has coauthored eleven industry reports with the centre since 2016, and leads the sme access to finance initiative in latin america and the caribbean. Call center benchmarking report this 79page benchmarking report includes benchmarking data for 26 call center kpis including occupancy rate, average talk time, call forecasting accuracy and more. This vital information, updated constantly, enables managers to remain competitive in a costeffective manner.

Many wise buyers are reluctant to look for new suppliers if they are obtaining the quality and service that they expect at a competitive cost. These cookies are necessary for the website to function and cannot be switched off in our systems. American purchasing societys research and benchmarking report 2016 continued. Welcome to the 2015 global contact centre benchmarking report. Dimension datas 2016 global contact centre benchmarking. Oct 02, 2015 the 2016 report will publish early march 2016. Chapter benchmarking study to explore these questions. Mar 29, 2017 from contact centre to customer experience our global cx benchmarking report tracks an industrys 20year evolution. Industry reports contact center benchmarking, certification. Contact center industry reports 41 kpi our 41 kpi industry benchmark reports contain information drawn from benchmarkportals flagship benchmarking survey, which is the acknowledged industry standard for contact center benchmarking. Techhubly is an online platform owned by market resource partners that hosts the latest resources, polls, and events sponsored by industry leading it manufacturers and solution providers.

Report supported by online benchmark comparison portal. By submitting your details you agree that we may store and process your. The report contains details specific to older adults see below and other demographic groups. Australian contact centres achieve top marks in global benchmarking report in the 2006 report, australia regularly outperformed global benchmarks in relation to quality measurements including call resolution rates, customer satisfaction, staffrelated statistics, and the utlisation and integration of contact centre technologies. The global contact centre benchmarking report is continually regarded as the industrys most insightful research report. We are pioneers in the contact centre industry, with 35 years of experience in creating. Contact centre benchmarking report by dimension data 2016 survey now open. Segmented by vertical market, size, activity and contact centre type, with historical data and future trends. The 2012 icf global coaching study was designed to be one of the most ambitious pieces of industry research ever conducted on the field of professional coaching. Apr 21, 2016 the 2016 global contact centre benchmarking report displays our capability as the worlds leading cx solutions provider, helping clients deliver customer journeys designed for great customer.

Australian contact centres achieve top marks in global. View the 2017 global contact center survey webcast. We would like to show you a description here but the site wont allow us. For many, hybrid cloud is seen as a solution thats providing some powerful results as focus shifts from the technology infrastructure on which contact centres run to its ability to deliver a connected customer journey and better enduser experience. Growth in almost every digital channel, contrasts with 11. Newer or ganizations are likely to be using more new suppliers. The dimension data global contact centre benchmarking report, first published in 1997, is widely acknowledged as the industrys most authoritative source of information, guidance and insight, and attracts participation from organisations across business and the public sector. From contact centre to customer experience our global cx benchmarking report tracks an industrys 20year evolution. Views of the business community on the global risks of highest concern for doing business. Global contact centre benchmarking report archives contact. Global contact centre benchmarking report archives. However, in 2016 forrester has already reported that. As a member of the ntt group, we focus on digital infrastructure, hybrid cloud, workspaces for tomorrow, cybersecurity, and network as the platform.

Report provides observation, implication and recommendations on over 350 performance metrics. It aims to provide evidencebased scientific support. E ach chapter begins with a summary overview infographic. In deloittes third survey of global contact centers since 20, leaders representing more than 450 contact centers weigh in on how their businesses will change in the coming years. The results will be released first to participants, so get a head start by completing the survey now, says andrew mcnair. It contains more than 700 data points on every industry news, reports, surveys 28 september 2015. The 2016 membership marketing benchmarking report will be available in print and online in july, but for those of you who want information sooner than that, we have prepared an executive summary of the report. About the global contact centre benchmarking report. As evidence of that, the results of the 2015 global contact centre benchmarking report confirm a continued, dramatic change.

The uk contact centre decisionmakers guide, the largest indepth primary research survey of uk contact centres available, looking at technology, business processes and strategy. A primary goal was to engage with as many coaches as possible on a worldwide basis, thus providing an uptodate picture of the profession in the year 2012. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. Take part now to see how your customer experience performance compares to your peers customer experience operations worldwide are invited to take part now in the worlds biggest and most influential industrywide annual benchmarking exercise. Summary of 2016 service and support benchmarks in this session, jeff rumburg will share the results of metricnets 2016 global benchmarking initiative for service and support, discuss the methodology, define the kpis used for benchmarking, and share performance data from more than 140 companies worldwide. The 2016 benchmarking report was framed around the theme of digital. Global contact centre benchmarking report confirm a continued, dramatic change. The gold standard in coaching icf global coaching study. Mar 05, 2015 summary results from the 2015 global contact centre benchmarking report presented at the contact centre world conference in berlin, february 24th 2015 slideshare uses cookies to improve functionality and performance, and to provide you with relevant advertising. This publication is a technical report by the joint research centre jrc, the european commissions science and knowledge service. The report looks at healthcare performance through the lenses of 75 metrics, clustered in the following structure.

This industry report is a great first step into benchmarking for many contact center managers. Pdf report of the global call centre industry project the dramatic growth of the call center industry is a worldwide phenomenon, fueled by. This unique industry report and associated communications programs are a key resource for managers, consultants and suppliers working in the contact centre industry. The 2016 contact centre benchmarking report slideshare. The goal was to gather industry data on chapter programs thus providing associations a resource for benchmarking and to develop a body of knowledge for the association community on innovations in chapter management. Each kpi in this report includes a chart outlining hightolow performer data, a detailed kpi definition, calculation instructions and a summary of. Building d, suite d3100 san francisco, ca 94129 main. Benchmarking call centre contact centre dimension data global contact centre benchmarking report. The global contact centre benchmarking report launched in 1997 by merchants, dimension datas subsidiary contact centre specialist. In fact, more than 80 percent of those surveyed report that feedback is core to their dna or a core input to.

The 2016 uk contact centre decisionmakers guide 14th edition, the largest indepth primary research survey of uk contact centres available, looking at technology, business processes and strategy. Get your copy of the 2018 contact centre benchmark report the 2018 contact centre benchmark is now available the report contains extensive analysis of the survey results and industry benchmarks, supported by an executive commentary, illustrative graphics and trend data. Its helped dimension data anticipate our clients evolving needs to support and serve their customers. Global risks perception survey and methodology 2015 appendix c. This publication is a technical report by the joint research centre jrc, the european. Contact centre benchmark report 2018 fifth quadrant cx.

Deloittes global benchmarking center let us help you see through walls why compare your organization to a peer group if that peer group isnt relevant to you. Frequently cited by industry analysts and quoted by the media, the dimension data global contact centre benchmarking report is widely acknowledged as the most useful, authoritative, and comprehensive report of its kind. Dimension data global contact centre benchmarking report. At current rates, digital interactions will overtake agent assisted by the end of 2016.