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.

Global Benchmarking Series 2022

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.

Take Survey

Channel Management

Channels offered and related volume, trends, preferences, metrics and future strategies.

Take Survey

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.

Take Survey

People Management and Employee Engagement

Onboarding, training and development practices in addition to the impact of work-at-home (WAH) trends and efforts to measure and improve the employee experience.
Take Survey

Workforce Management (WFM)

Tools and platforms used for WFM, scheduling practices and WFM metrics.

Take Survey

Quality Assurance (QA) for Customer Care

Various tools used, satisfaction with QA platforms, use of speech analytics, calibration processes and agent monitoring approaches.
Take Survey

Thank you for contributing your expertise to the latest Global Benchmarking Series reports. We look forward to sharing the findings with you!

In the meantime, we invite you to view the reports and webinars from our 2022 Global Benchmarking Series.