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This KPI benchmarking report* is based on the average performance of a sample size of 2,200+ organisations around the world, from a wide range of industries. The pandemic has changed contact centre metrics across the board, and those examined include:

– average talk time

– average speed of answer

– abandonment rate

– hold time.

This must-read report not only presents the data (broken down by industry, country and contact centre size), but interprets it with suggestions for optimisation.

*This content has been authored by a third party who will receive your contact details.

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