Contact centre benchmarking represented by glowing blue icons with a headset, phone, email, and chat.Below the icons is the word support. In the background a man in a black shirt points to the icons on a tablet. His head is not visible in the photo.

How COVID-19 Has Impacted Contact Centre Benchmarking

Now more than ever, contact centre benchmarking is crucial to understanding performance, and assessing and improving the quality of service provided to customers. The COVID-19 pandemic has radically shifted the way contact centres operate, and by extension, benchmarking measurements considered meaningful pre-pandemic are now less important – or carry no importance at ...