Global Benchmarking 2022-200px

COPC Inc.'s Global Benchmarking Series 2022

Access on-demand reports and webinars about timely issues affecting contact centers and CX organizations covering topics such as:

• CX strategies
• Quality
• Technology
• Channel management
• People management
• Workforce management

CX Strategies

Informative data-rich strategic reports delivered monthly.


In-depth analysis of customer experience quality.


Management overviews specific to workforce, channel, people and more.


Expert perspective on industry technology, tools and workflows.

Past Reports & Webinars


Contact Center Performance Measurement and KPIs

Key Points:

  • Insights into contact center KPIs and other performance metrics.

Contact Center Efficiency and Cost Management

Insights into contact center channel efficiency and cost management. 

Key Points:

  • Metrics organizations should measure to understand cost and efficiencies

Channel Management

Insights into contact center channel management, and overall performance metrics.

Key Points:

  • The most popular channels for customer care
  • The performance of various channels for CX metrics - CSAT, NPS and CES
  • The effect of the pandemic on channel preferences
  • Multichannel journeys and their impact on customer experience

Training & Development

Insights into delivering a customer experience that improves customer satisfaction and builds lasting, revenue-generating loyalty through creating superior experiences with every single interaction. 

Key Points:

  • The importance of measuring the performance of training processes
  • Effective training programs and how they impact agent performance
  • Which training methods are used for frontline staff and how they  contribute towards efficacy of training programs

Employee Experience

Insights into questions being asked today and how organizations compare to industry performance. 

Key Points:

  • Do you collect regular feedback from your employees? 
  • How satisfied are your employees with their current jobs?
  • What are your plans for your Work-at-Home (WAH) staff?
  • What are the attrition trends for contact centers?

Workforce Management

Insights on workforce management, technologies, forecasting and metrics to measure performance.

Key Points:

  • Use of different WFM technologies such as virtual hold technology
  • Long and short-term forecasting using volume, handle time and shrinkage
  • Staffing requirements, appropriate interval sizes and real-time management 
  • Metrics used for measuring WFM performance


Quality Assurance

Insights into quality management, the most effective listening post for gathering valuable insights.

Key Points:

  • Quality Assurance programs at organizations – who conducts, approaches taken, tools used
  • Metrics used to measure the performance of programs
  • Monitoring agents and calibrating individuals performing quality assurance

Recruitment and Hiring

Insights about recruitment steps, effectiveness, and pandemic-related changes at contact centers from both the organization and the employee view.

Key Points:

  • Effectiveness of recruitment process in accurately explaining the job 
  • Use of agencies for recruitment purposes and experience with these agencies
  • Changes in recruitment practices due to the pandemic
  • Relation of satisfaction with recruitment process with overall ESAT and employee loyalty


Insights about reasons to outsource, offshoring vs onshoring, channels, and popular outsourcing destinations.

Key Points:

  • Answers for why organizations decide to outsource
  • The most common channels and transactions when offshoring
  • Popular outsourcing destinations


Insights about commonly used customer care platforms, platform satisfaction levels and artificial intelligence.

Key Points:

  • Learn the most used technologies at contact centers
  • Get insights into current technology adoption levels
  • Understand the key players of technology for contact centers

Customer Experience

Insights into customer experience for contact centers and CX organizations.

Key Points:

  • Understand CX organizations' objectives, the challenges they face and the programs in place to deliver a seamless experience to customers.
  • Gain insights into the customer view of their experiences when reaching out for support

Expert Insights

Data gathered from over 950 CX professionals and over 4,500 customers around the world

Organizational commitment to improving CX:

93% of the respondents stated that their organization has a ‘Statement of Direction’

96% of the respondents stated that ‘Customer Experience’ is an integral part of the themes addressed by their Statement of Direction

82% of the respondents stated that their organizations developed an ‘Annual Business Plan’. ‘Performance Data’ and ‘Cost Related Data’ emerged as the top themes included in the Annual Business Plans

78% of the respondents stated their organizations use benchmarking data for setting targets for their contact centers

27% stated their organizations have a ‘Chief Customer Officer’

What matters most to consumers?

An easy process is most important when dealing with organizations to get customer care issues resolved

Organizations need to focus on "developing more self-service solutions" to help customers avoid having to contact customer service to resolve an issue

81% of respondents believe that customers would be willing to pay more for a product or a service if they are assured world-class services

The importance of customer service:

84% of respondents stated they place high importance on an organization’s customer service department in shaping their opinion of that organization

71% of customers are willing to pay a little more for a product or service if they knew they would receive world-class customer service as a result

Beyond having their issue resolved, customers consider "a quick and easy process" and "fair and honest treatment" as the most important – in contrast, organizations view “fair treatment” as a less important factor to customers

Customer-organization relationships:

51% of customers stated they avoided acting on a customer service issue in the past 12 months – "inconvenience/ no time" and "bad previous/ hassle" being the top two reasons for avoidance

67% of customers stated that an organization has lost business because they received poor customer service.

As per customers’ views, improvement in the quality of products and services are top aspects that organizations should do to help customers avoid having to contact customer service to resolve an issue – while organizations felt that developing self-service solutions and more proactive solutions should be prioritized