2011 Global Contact Centre Benchmarking Report now available
Dimension Data’s largest thought leadership publication, the 2011 Global Contact Centre Benchmarking Report, is now available. Participants from 546 contact centres located in 66 countries across five continents took part in this year’s comprehensive survey, which investigated every aspect of contact centre operations and development and reviews over 350 performance metrics including strategy and development, self-service, workforce optimisation, operations, technology and customer interaction management.
In keeping with our proven approach, this year’s report provides in-depth information analysis with findings displayed via easily understandable charts and tables, complemented by expert commentary that explains the research, provides context and expands on future trends.
Emerging themes in the contact centre space
Traditional contact centres are set to be replaced by customer management centres as organisations focus on expanding their services beyond core telephony and email offerings. 64% are already handling Internet, with 40% managing SMS interactions and a quarter offering web chat. 18.6% are also managing social media interactions.
Historically regarded as cost centres, the evolution towards a full service customer management centre confirms that organisations now view contact centres as profit generators with almost half (47.9%) of the responses indicating that contact centres are more and more regarded as profit centres.
Moving towards Cloud
Cloud-based service is the fastest growing technology trend, and the introduction of IP is pivotal to enabling access to emerging cloud-based solutions. Now deployed in nearly 50% of contact centres, with 14% more already planning to introduce it, IP has become the default choice.
Global Marketing Manager – Customer Interactive Solutions
Contact Nicki Hall