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Global contact center KPI benchmarking report 2021

CX Network | 09/28/2021

To be better in an ever-changing economic climate, benchmarking is becoming a priority in contact center strategy. Leveraging benchmarking and data hubs to enhance contact center performance and productivity is crucial to retaining a competitive edge and delivering loyalty winning customer experiences in today’s climate.

This report presents benchmarks for five contact center performance metrics applied to a wide range of industries, company sizes and locations to inform critical business decisions and help companies use data as a tool for transformation.

Download this report to learn:

  • The importance and benefits of benchmarking within your organization
  • How contact center metrics changed during 2021 compared to 2020
  • How your contact center performance compares to peers across industries, regions and company sizes
  • Tips to optimize your contact center and improve CX
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