UK and IrelandBenchmarking
Welcome to the Benchmarking subject, the available white papers are displayed below.
White Paperswhite papers rss
Benefits Survey 2011
Cactus Search Benefits survey View
Call Centre - Driving Customer Satisfaction - JD Power
View the White Paper presentation below; … View
Consumer Satisfaction Benchmarking Report 2013: Aspect Software
38 per cent of complaints made to public sector organisations within the last year were unresolved, according to new research* into citizen satisfa… View
First Call Resolution (FCR) Knowledge Exchange: Panviva
Call centres are much maligned by the public, and those of us involved in running them may feel that this is unfair. However, I’m sure we can… View
Global Contact Centre Benchmarking Briefing Report for the CCMA 2012
A presentation briefing for the 2012 report View
Global Contact Centre Benchmarking: Summary Report 2012: Dimension Data
The 15th Year of the Global Benchmarking report View
Productivity ACD Reporting Matrix
The document provides an overview of the key productivity measures View
Salary Survey 2011
Research undertaken by industry leaders Cactus search View
Salary Survey 2012
Research undertaken by Industry leaders Cactus Search View
Salary Survey 2013
Research undertaken by industry leaders Cactus Search View
Salary Survey 2015
Research undertaken by PSD Group for customer contact View
Schedule Adherence ACD Reporting Measures
Provides an overview of the Key adherence measures to monitor View
Telephony ACD Reporting Measures & KPIs
Provides an overview of key telephony reporting measures View