ABOUT GLOBAL BENCHMARKING
First published by Merchants in 1997, the report is now researched and published by Dimension Data. In its 11th year, the Benchmarking Report is an invaluable tool that aims to add value to contact centres 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 the trends that are affecting the industry globally.
The report is a key resource for decision makers and managers in the contact centre industry. It is also a valuable tool for anyone 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 marks 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 2010 survey.
Read more about this exciting new Benchmarking Comparison Portal.
For a high-level preview of what is included in the 2009 Benchmarking Report, sign up now to receive a Summary Report that includes a short selection of some key trends and findings.
To order your copy of the full Global Benchmarking Report 2009, kindly fill in the online order form.
Datacraft is a wholly owned subsidiary of Dimension Data plc (LSE:DDT), a US$4.5 billion leading global IT solutions and services provider. Datacraft operates in over 50 offices across 13 Asia Pacific countries.
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Dimension Data plc (LSE:DDT), a specialist IT services and solution provider, helps clients plan, build, support and manage their IT infrastructures. Dimension Data uses its expertise in networking, security, operating environments, storage and contact centre technologies and its unique skills in consulting, integration and managed services to create customised client solutions.
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To ensure our Global Contact Centre Benchmarking Report is truly representative from an industry and regional perspective, Dimension Data works closely with many contact centre industry associations to promote participation in its annual Benchmarking Survey.
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Merchants is one of the leading customer contact solutions companies, providing a full range of innovative contact centre services and contact centre consultancy expertise to enable the successful generation of customer value in real time, every time.
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