COPC Inc. Global Benchmarking Series 2023
In 2023, we will continue the COPC Global Benchmarking Series (GBS), a research effort built on data collected from contact center and customer experience (CX) leaders. The surveys have concluded. GBS 2023 will be released in September.
Contribute your expertise to the latest Global Benchmarking Series reports.
GBS provides timely insights into issues and trends that organizations can incorporate into broader CX strategies. The reports will offer an unbiased overview of the industry and potential benchmarking opportunities. Topics include:
- Customer experience understanding and strategy
- Channel management
- Use of technology for customer care
- People management and employee engagement
- Workforce management (WFM)
- Quality assurance (QA) for customer care
As we begin this year’s research, we want to hear from CX professionals like you!
Please share your CX insights, opinions and best practices. We aggregate your answers anonymously with hundreds of other responses in the final report. There are six survey links below. We encourage you to submit any surveys that apply to your role or forward them to the appropriate person in your organization. Each survey takes only eight to ten minutes to complete. (Please note that you can save the survey and come back to it later using the same device.)
Global Benchmarking Series 2023 Surveys
CX Understanding and Strategy
Broader aspects of CX strategies including challenges in delivering desired service levels, outsourcing practices, customer preferences and CX metrics.
Channels offered and related volume, trends, preferences, metrics and future strategies.
Use of Technology for Customer Care
Various technologies deployed by contact centers to run their operations, current adoption levels, satisfaction with various platforms and plans for these technologies.
People Management and Employee Engagement
Workforce Management (WFM)
Tools and platforms used for WFM, scheduling practices and WFM metrics.