--- title: COPC Inc. Global Benchmarking Series 2022 description: COPC Inc.'s Global Benchmarking Series is an education program for customer contact CX leaders delivered through data-rich reports and expert-led webinars. image: https://cx.copc.com/hubfs/COPC%20Global%20Benchmarking%20Series%2002.png --- - [CLASSES](https://www.copc.com/what-we-do/training/in-person-classes/) - [CONTACT US](https://www.copc.com/about-copc-inc/contact-us/) - [BLOG](https://www.copc.com/blog/) - [PRIVATE LIBRARY](https://www.copc.com/private-library/) - [中文网页](http://www.copc.net.cn/) [![COPC Inc.](https://cx.copc.com/hs-fs/hubfs/raw_assets/public/Copc_Jan2022/images/copc-logo.png?width=250&height=81&name=copc-logo.png "COPC Inc.")](https://www.copc.com/) - [About COPC](https://www.copc.com/about-copc-inc/) - ABOUT COPC INC. - [Our History](https://www.copc.com/about-copc-inc/our-history/) - [Contact Us](https://www.copc.com/about-copc-inc/contact-us/) - [Team](https://www.copc.com/about-copc-inc/team/) - [Careers](https://www.copc.com/about-copc-inc/careers/) - [Customer Achievements](https://www.copc.com/about-copc-inc/achievements/) - [Corporate Offices](https://www.copc.com/about-copc-inc/corporate-offices/) - [Webinars & Events Calendar](https://www.copc.com/webinar-event-directory/) - [Press Releases](https://www.copc.com/press-releases/) - Brochure: - We provide consulting, training and certification to help companies boost performance and improve the customer experience. - [Learn More](https://cx.copc.com/hubfs/PDF%20and%20Docs/COPC_Brochure_Family_of_Services.pdf) - [WHAT WE DO](https://www.copc.com/what-we-do) - WHAT WE DO - [Customer Experience Consulting](https://www.copc.com/what-we-do/customer-experience/) - [Work-At-Home](https://www.copc.com/what-we-do/customer-experience/work-at-home/) - [Service Journeys](https://www.copc.com/what-we-do/customer-experience/service-journeys/) - [Channel Strategy](https://www.copc.com/what-we-do/customer-experience/omni-channel-strategy-2/) - [Measuring CX](https://www.copc.com/what-we-do/customer-experience/customer-experience-metrics/) - [CX Performance Improvement](https://www.copc.com/what-we-do/customer-experience/performance-improvement/) - [Virtual Services](https://www.copc.com/what-we-do/customer-experience/virtual-services/) - [Call Center](https://www.copc.com/what-we-do/call-center/) - [Call Center Consulting](https://www.copc.com/what-we-do/call-center/call-center-consulting/) - [Call Center Training](https://www.copc.com/what-we-do/call-center/call-center-training/) - [Call Center Certification](https://www.copc.com/what-we-do/call-center/call-center-certification/) - [Call Center & Contact Center Best Practices](https://www.copc.com/what-we-do/call-center/call-center-best-practices/) - [Training](https://www.copc.com/what-we-do/training/) - [Class Listings](https://www.copc.com/what-we-do/training/class-listings/) - [In-Person Training](https://www.copc.com/class-library/class-format/in-person/) - [Live Virtual Training](https://www.copc.com/class-library/class-format/live-virtual/) - [Online Training](https://www.copc.com/class-library/class-format/online/) - [Private Training](https://www.copc.com/what-we-do/training/private-classes/) - [Certification](https://www.copc.com/what-we-do/certification/) - [COPC Certification Services](https://www.copc.com/what-we-do/certification/certification-services/) - [Certification Process](https://www.copc.com/what-we-do/certification/certification-process/) - [COPC Certified Organizations](https://www.copc.com/what-we-do/certification/copc-certified-organizations/) - [COPC Standards](https://www.copc.com/copc-standards/) - [Quality](https://www.copc.com/what-we-do/quality/) - [Quality Consulting](https://www.copc.com/what-we-do/quality/quality-consulting/) - [Approved Technology Providers](https://www.copc.com/approved-technology-providers/) - [Employee Engagement Services](https://www.copc.com/what-we-do/employee-engagement-services/) - [Vendor Management](https://www.copc.com/what-we-do/vendor-management/) - [Contract Review](https://www.copc.com/what-we-do/vendor-management/vmo-contract-review/) - [Strategic Sourcing](https://www.copc.com/what-we-do/vendor-management/strategic-sourcing/) - [Vendor Improvement](https://www.copc.com/what-we-do/vendor-management/vendor-improvement/) - [VMO Design](https://www.copc.com/what-we-do/vendor-management/vmo-design/) - [WHO WE HELP](https://www.copc.com/who-we-help/) - WHO WE HELP - [Industries](https://www.copc.com/who-we-help/industries/) - [Telecom](https://www.copc.com/who-we-help/industries/telecom/) - [Technology](https://www.copc.com/who-we-help/industries/technology/) - [Healthcare](https://www.copc.com/who-we-help/industries/healthcare/) - [Travel](https://www.copc.com/who-we-help/industries/travel-industry-customer-experience/) - [Retail](https://www.copc.com/who-we-help/industries/retail/) - [Financial Services](https://www.copc.com/who-we-help/industries/financial-services/) - [OSPs](https://www.copc.com/who-we-help/industries/osps/) - [Clients](https://www.copc.com/who-we-help/clients/) - [COPC Certified Organizations](https://www.copc.com/what-we-do/certification/copc-certified-organizations/) - Case Study: - See how a telecom provider improved customer satisfaction and issue resolution, and reduced incoming call volume. - [Start Reading](https://share.hsforms.com/1VvttFCgcR2eSytiGzKZXFgc96fh) - [RESOURCES](https://www.copc.com/insights/) - RESOURCES - [Blog](https://www.copc.com/blog/) - [COPC Standards](https://www.copc.com/copc-standards/) - [Past Webinars](https://www.copc.com/insights/category/webinars/) - [White Papers](https://www.copc.com/insights/category/white-papers/) - [Case Studies](https://www.copc.com/insights/category/case-study/) - [Brochures](https://www.copc.com/insights/category/brochure/) - [Videos](https://www.copc.com/insights/category/video/) - [Research](https://www.copc.com/insights/category/research/) - [Webinars & Events Calendar](https://www.copc.com/events/) - Case Study: - Learn how Groupon saved millions in costs, reduced risk, and provided a consistent customer experience by working with COPC Inc. - [Start Reading](https://share.hsforms.com/1GoA8ur0IQFqi0_TL4Sgtswc96fh) - [COPC STANDARDS](https://www.copc.com/copc-standards/) - COPC STANDARDS - [COPC CX Standard for Contact Centers](https://www.copc.com/copc-standards-7-0/) - [COPC CX Standard for Customer Operations](https://www.copc.com/copc-standards-7-0/) - [COPC CX Standard for CSPs](https://www.copc.com/copc-standards/for-csps/) - [COPC CX Standard for OSPs](https://www.copc.com/copc-standards/for-osps/) - [COPC CX Standard for VMOs](https://www.copc.com/copc-standards/for-vmos/) - [COPC Indirect Procurement Standard](https://www.copc.com/indirect-procurement/) - COPC Customer Experience - The COPC CX Standard is a performance management system for call centers and customer experience operations. Download the latest editions, Release 7.0, today. - [Download Release 7.0 Standards](https://www.copc.com/copc-standards-7-0/) - ABOUT COPC - [Overview](https://www.copc.com/about-copc-inc/) - [Our History](https://www.copc.com/about-copc-inc/our-history/) - [Careers](https://www.copc.com/about-copc-inc/careers/) - [Team](https://www.copc.com/about-copc-inc/team/) - [Corporate Offices](https://www.copc.com/about-copc-inc/corporate-offices/) - [Contact Us](https://www.copc.com/about-copc-inc/contact-us/) - [Press Releases](https://www.copc.com/press-releases/) - [Webinars & Events Calendar](https://www.copc.com/events/) - WHAT WE DO - [Overview](https://www.copc.com/what-we-do/) - [Customer Experience Consulting](https://www.copc.com/what-we-do/customer-experience/) - [Call Center](https://www.copc.com/what-we-do/call-center/) - [Training](https://www.copc.com/what-we-do/training/) - [Certification](https://www.copc.com/what-we-do/certification/) - [Quality](https://www.copc.com/what-we-do/quality/) - [Approved Technology Providers](https://www.copc.com/approved-technology-providers/) - [Employee Engagement Services](https://www.copc.com/what-we-do/employee-engagement-services/) - [Vendor Management](https://www.copc.com/what-we-do/vendor-management/) - [Clients](https://www.copc.com/who-we-help/clients/) - WHO WE HELP - [Overview](https://www.copc.com/who-we-help/) - [Industries](https://www.copc.com/who-we-help/industries/) - RESOURCES - [Overview](https://www.copc.com/insights/) - [Blog](https://www.copc.com/blog/) - [Brochures](https://www.copc.com/insights/category/brochure/) - [Case Studies](https://www.copc.com/insights/category/case-study/) - [COPC Standards](https://www.copc.com/copc-standards/) - [White Papers](https://www.copc.com/insights/category/white-papers/) - [Webinars & Events Calendar](https://www.copc.com/events/) - [Research](https://www.copc.com/insights/category/research/) - COPC STANDARDS - [Overview](https://www.copc.com/copc-standards/) - [COPC CX Standard for CSPs](https://www.copc.com/copc-standards/for-csps/) - [COPC CX Standard for OSPs](https://www.copc.com/copc-standards/for-osps/) - [COPC CX Standard for VMOs](https://www.copc.com/copc-standards/for-vmos/) - [COPC Indirect Procurement Standard](https://www.copc.com/indirect-procurement/) - [FIND A CLASS](https://www.copc.com/what-we-do/training/class-listings/) ![Global Benchmarking 2022-200px](https://cx.copc.com/hubfs/Global%20Benchmarking%202022-200px.png "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** [View 2022 GBS Reports & Webinar Recordings](https://cx.copc.com/copc-global-benchmarking-series-2022#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. #### Past Reports & Webinars   ### Contact Center Performance Measurement and KPIs Key Points: - Insights into contact center KPIs and other performance metrics. [View Recording + Report](https://share.hsforms.com/16DN6AbQIQPCbYmmIzIFblgc96fh) ### 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 [View Recording + Report](https://share.hsforms.com/1OseDGUTqSNKZqTAJb9fUxgc96fh) ### 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 [View Recording + Report](https://share.hsforms.com/11k_3ed6ATYyzCxYF77bRBAc96fh) ### 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 [View Recording + Report](https://share.hsforms.com/1nuyUZmyET8mA2WhPR3UD2wc96fh?__hstc=208211149.981e9829fd05b1c08a1447e9b63b11f3.1660763296270.1666709488779.1666713550554.164&__hssc=208211149.30.1666713550554&__hsfp=3478022145) ### 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](https://share.hsforms.com/1HHEeOhCpTYCeI2qFhsS57Ac96fh) ### 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](https://share.hsforms.com/1Dm7u_obQS9G4YCT4R9qBQQc96fh) ### 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](https://share.hsforms.com/1FH3UD8dGQmeUw6uRgOe40gc96fh) ## 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](https://share.hsforms.com/1CwDK8U6WT9ScipCMHygF3Qc96fh) ###  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](https://share.hsforms.com/1rlfTi50BSMKNLQ8PLMq_MAc96fh) ###  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](https://share.hsforms.com/1Oo35XgorSsaSyULID89QPgc96fh) ### 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](https://share.hsforms.com/15xa2DRPbS4aD4xc9aYw5dwc96fh) #### 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 #### For more information, contact us at  [info@copc.com](mailto:info@copc.com?Subject=Hello%20again) or [call 1.407.304.9032](tel:1-407-304-9032) ![COPC Inc.](https://cx.copc.com/hs-fs/hubfs/raw_assets/public/Copc_Jan2022/images/copc-logo.png?width=200&name=copc-logo.png "COPC Inc.") [![Phone icon](https://cx.copc.com/hubfs/Copc_Jan2022/img/phoneicon-copc.png)](tel:+1.407.304.9032) ##### [+1.407.304.9032](tel:+1.407.304.9032) [![Mail Icon](https://cx.copc.com/hubfs/Copc_Jan2022/img/mailicon-copc.png)](mailto:info@copc.com?Subject=Hello%20again) ##### [SEND EMAIL](mailto:info@copc.com?Subject=Hello%20again) [![Globe Icon](https://cx.copc.com/hubfs/Copc_Jan2022/img/globeicon-copc.png)](https://www.copc.com/corporate-offices/) ##### [GLOBAL LOCATIONS](https://www.copc.com/corporate-offices/) #### ABOUT COPC - [Our History](https://www.copc.com/about-copc-inc/our-history/) - [Contact Us](https://www.copc.com/about-copc-inc/contact-us/) - [Team](https://www.copc.com/about-copc-inc/team/) - [Careers](https://www.copc.com/about-copc-inc/careers/) - [Customer Achievements](https://www.copc.com/about-copc-inc/achievements/) - [Corporate Offices](https://www.copc.com/about-copc-inc/corporate-offices/) - [Webinars & Events Calendar](https://www.copc.com/webinar-event-directory/) - [Press Releases](https://www.copc.com/press-releases/) ## WHAT WE DO - [Customer Experience Consulting](https://www.copc.com/what-we-do/customer-experience/) - [Call Center](https://www.copc.com/what-we-do/call-center/) - [Training](https://www.copc.com/what-we-do/training/) - [Certification](https://www.copc.com/what-we-do/certification/) - [Quality](https://www.copc.com/what-we-do/quality/) - [Vendor Management](https://www.copc.com/what-we-do/vendor-management/) - [Approved Technology Providers](https://www.copc.com/approved-technology-providers/) - [Employee Engagement Services](https://www.copc.com/what-we-do/employee-engagement-services/) ## WHO WE HELP - [Industries](https://www.copc.com/who-we-help/industries/) - [Clients](https://www.copc.com/who-we-help/clients/) - [COPC Certified Organizations](https://www.copc.com/what-we-do/certification/copc-certified-organizations/) ## RESOURCES - [Blog](https://www.copc.com/blog/) - [COPC Standards](https://www.copc.com/copc-standards/) - [Past Webinars](https://www.copc.com/insights/category/webinars/) - [White Papers](https://www.copc.com/insights/category/white-papers/) - [Case Studies](https://www.copc.com/insights/category/case-study/) - [Brochures](https://www.copc.com/insights/category/brochure/) - [Videos](https://www.copc.com/insights/category/video/) - [Research](https://www.copc.com/insights/category/research/) - [Webinars & Events Calendar](https://www.copc.com/events/) ## COPC STANDARDS - [COPC CX Standard for CSPs](https://www.copc.com/copc-standards/for-csps/) - [COPC CX Standard for OSPs](https://www.copc.com/copc-standards/for-osps/) - [COPC CX Standard for VMOs](https://www.copc.com/copc-standards/for-vmos/) - [COPC Indirect Procurement Standard](https://www.copc.com/indirect-procurement/) © 2026 COPC Inc. |    [Terms & Conditions](https://www.copc.com/terms-conditions)   |   [Privacy Policy](https://www.copc.com/privacy-policy/)   |   [Cookie Policy](https://www.copc.com/cookie-policy/)