Dimension Data's Global Contact Centre Benchmarking Report 2008
Dimension Data's Global Contact Centre Benchmarking Report has a proud history of comprehensive investigation and reporting on performance levels and operations of contact centres around the world.
Since the first publication by Merchants in 1997 in the United Kingdom, the report has grown to include contact centres across the globe. This year's Benchmarking Survey included 300 participants from contact centres from 36 countries worldwide.
This means this unique contact centre market research report is a truly excellent and representative sample of contact centres across the following industries:
Financial Services, Service Providers and Telecommunications, Government and Education, Consumer Goods and Retail, Business Services, Automotive and Manufacturing, Healthcare and Pharmaceuticals, Media and Entertainment, Technology, Travel and Transportation and Utilities and Energy.
This is a report about contact centres: how they work, how they perform and are likely to develop. It covers all areas affecting a contact centre's performance (including Strategy and Development, Financial Management, Customer Knowledge and Management, Performance Measures and Metrics, Processes and Procedures, Organisation and Technology). The report also gives a breakdown and comparison of trends, standards and expectations of contact centres around the world.
Dimension Data's Global Contact Centre Benchmarking Report 2008 is available to purchase at USD 1,500 per copy (discounts apply to multiple copy purchases). To order your copy, please complete our online order form.