From ‘Average’ To The ‘Best’
Welcome to Volume 1 of the Top Performers in the
Contact Center Industry global benchmarking study.
Unlike other industry reports, this one is packed with data and interviews with the very best in the industry. In previous years we have produced industry leading benchmark studies comprised of data from a mix of industry centers. This meant that we were producing great data but they were all averages and presented a case to readers for what it means to be average. In any industry there are leaders and this is what this report is all about - the top performers.
In producing a report of just the top performers where bigger does not mean the best, we have
created the ideal benchmark to judge your contact center
performance.
Industry Leading Beginnings
So how does one’s data get included in this study? It’s by invitation only. Every piece of data, every interview is with a top performer. They have all gone though
vigorous selection based on their performance alone - they have all participated in a regional, then global awards program called the Contact Center World Awards - Top Performers In The Industry managed by ContactCenterWorld.com
Every one is a winner - they have been selected `as winners by their peers and expert judges.
Global Representation
The journey taken by everyone featured in this study started some time ago. We invited the best from around the world to participate in the awards program and an astonishing 61 nations put their best forward. Because of the competition and the global nature of the awards competition, some entrants started to refer to these awards as the Olympics for the contact center industry and in the world finals the top 33 representing 15
different nations participated for top places in the
industry. This is truly a global study.
Using This Study
This study is broken down into different areas such as best contact center, best customer service, best leader. In each section we share the key benchmark data and following this we include interviews with the top performers.
The value in the data is that it can be used for benchmarking purposes to establish how far or close you are to being a top performer.
The value in the interviews is that they give an insight into how these top performers function and think. There are lots of great ideas in the interviews and some of these can be likened to the ‘how to’ be a top performer.
I hope that you find this study of great value and every year we plan to issue a new volume so that you can learn from new organizations and ensure that your center and your people are all top performers.
Raj Wadhwani
President
