• About Us
    • 10 Year Anniversary
    • Mission, Vision, and Values
    • Social Impact
  • Team
  • Media
  • Careers
    • Opportunities
    • Hiring Process
  • Contact Us
Client Portal Login

LinkedIn

Twitter

Facebook

Burnie Group
  • Industries
    • Financial Services
    • Insurance
    • Private Equity
    • Retail
    • Telecommunications
    • Long Term Care
  • Capabilities
    • Strategy
      • Digital Strategy
      • Growth Strategy
      • IT Strategy
      • Operations Strategy
      • Post-Merger Integration
      • Value Creation
    • Operations
      • Business Continuity Planning (BCP)
      • Operations Excellence
      • Organizational Design
      • Process Design
      • Performance Management
      • Target Operating Model Design
      • Workforce Management
    • Omnichannel & Contact Center
      • Contact Center Benchmarking
      • Contact Center Technology
      • Health Check
      • Journey Mapping
      • Process Optimization Programs
      • Target Operating Model
    • Automation & Technology
      • Artificial Intelligence
      • Center of Excellence
      • Contact Center Automation
      • Digitization & Optical Character Recognition
      • Intelligent Automation
      • Process Mining and Task Mining
      • Robotic Process Automation
  • Clients
  • Insights
Subscribe to our Newsletter

Search Insights

Sort By Topics

  • Artificial Intelligence
  • Automation
  • Benchmarking
  • Business Continuity
  • Case Studies
  • Digitization
  • Employee Engagement
  • Insurance
  • Machine Learning
  • Omnichannel & Contact Center
  • Operations
  • Post-Merger Integration
  • Press Release
  • RPA
  • Strategy
  • Workforce Management
Why Customer Assistance Ratio is the Best KPI to Track Contact Center Utilization

April 21, 2022

Why Customer Assistance Ratio is the Best KPI to Track Contact Center Utilization

Read Article
Burnie Group Contact Centre Benchmarking logo square

May 19, 2021

PRESS RELEASE: Burnie Group Announces Innovative Contact Center Benchmark for Canadian Banks

Read Article
How COVID-19 Has Impacted Contact Center Benchmarking

April 5, 2021

How COVID-19 Has Impacted Contact Center Benchmarking

Read Article
Stop, Collaborate, and Listen

May 1, 2017

Stop, Collaborate, and Listen

Read Article
How CEOs spend their time

April 19, 2017

How CEOs spend their time

Read Article
The 7 Things Your Company Should Be Doing in 2017

April 18, 2017

The 7 Things Your Company Should Be Doing in 2017

Read Article
4 Essential Steps to Lean Six Sigma Success

February 15, 2017

4 Essential Steps to Lean Six Sigma Success

Read Article
4 Keys of Successful Benchmarking

January 18, 2017

4 Keys of Successful Benchmarking

Read Article
3 Tips for Better Benchmarking

January 5, 2017

3 Tips for Better Benchmarking

Read Article
What is Benchmarking and Why Is It Important?

January 4, 2017

What is Benchmarking and Why Is It Important?

Read Article

Burnie Group is a management consulting firm that helps clients improve their performance by applying innovative strategy, process excellence, and world-class technology.

Growth 500 2018 logo
Growth 500 2019 logo
2019 Canada's Top Growing Companies logo
Growth List 2020 logo

LinkedIn

Twitter

Facebook

350 Bay St #200,
Toronto, ON M5H 2S6

416-306-8349

contact@burniegroup.com

© Copyright 2022 The Burnie Group Inc. All right reserved.

  • Privacy Policy
  • Accessibility Policy