Global Benchmarking 2022-200px

COPC Inc.'s Global Benchmarking Series 2022

Delivering monthly reports about timely issues affecting contact centers and CX organizations covering topics such as:

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

Next Webinar: Contact Center Channel Management
Monday, October 24, 2022, at TBD

Register for Series + Download Latest Reports

CX Strategies

Informative data-rich strategic reports delivered monthly.

Quality

In-depth analysis of customer experience quality.

Management

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

Technology

Expert perspective on industry technology, tools and workflows.

Report-Mockup-01.2

MONTHLY STRATEGIC RESEARCH REPORT AND WEBINAR SERIES

The Ultimate Guide For Customer Experience Practitioners

COPC Inc.'s Global Benchmarking Series is a 12-month education program designed for executives and managers in the customer contact industry. Each month, we deliver an informative and data-rich report followed by an interactive expert-led webinar providing information and insights which will make a meaningful difference to those organizations involved in the series.​

Register to receive these reports and notifications for webinars. The reports and the webinars will provide practical advice and data-driven research and will become vital components of the contact center executive’s management toolkit. 

Register for Series + Download Latest Reports
GBS Channel Management-1

 

LATEST REPORT AND UPCOMING WEBINAR

Contact Center 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

 

Webinar Live: Monday, October 24, 2022, at TBD

Register for Webinar

Report coming September 30, 2022

Past Reports & Webinars

GBS Channel Management

PREVIOUS WEBINAR & REPORT

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 the training process
  • Effective training programs and how that impacts agent performance
  • Which training methods used for frontline staff also contribute towards efficacy of training programs
View Recording + Report
GBS Employee Engagement

PREVIOUS WEBINAR & REPORT

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?
View Recording + Report
WFM GBS (4)

PREVIOUS WEBINAR & REPORT

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

 

View Recording + Report
GBS Quality Assurance

PREVIOUS WEBINAR & REPORT

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
View Recording + Report
Copy of GBS Circle B-1

PREVIOUS WEBINAR & REPORT

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
View Recording + Report
COPC-GBS-CIRCLE-03.1

PREVIOUS WEBINAR & REPORT

 Outsourcing

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
View Recording + Report
COPC-GBS-CIRCLE-01.1

PREVIOUS WEBINAR & REPORT

 Technologies

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
View Recording + Report
COPC-GBS-CIRCLE-02.1

PREVIOUS WEBINAR & REPORT

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
View Recording + Report

Upcoming Reports

Preview our upcoming Global Benchmarking Survey Reports

Register for Updates
GBS Efficiency and Cost Management

COMING October

Efficiency and Cost Management 

Insights into training and development, more details to come. 

Key Points:

  • Metrics organizations should measure to understand cost and efficiencies
  • Key metrics measured by organizations for measuring costs and efficiencies 
GBS 9 Channel Management

COMING November

Performance Metrics and KPIs

Insights into contact center performance metrics and KPIs. More details to come.

Key Points:

  • More details to come!

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 have 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% respondents believe that customers would be willing to pay more for a product or a service if they are assured of 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 you knew you 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 2 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 quality of products and services are top aspects that organization 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

Webinar Series: COPC Inc.'s Global Benchmarking Series 2022