COPC Inc. Global Benchmarking Series 2026
The Global Benchmarking Series (GBS) is back in 2026. We're collecting perspectives from contact center and customer experience leaders worldwide to produce this year's benchmark reports. Surveys are open now. Access the survey links below to participate.
Contribute your expertise to the 2026 Global Benchmarking Series reports.
GBS delivers timely, unbiased insights into the issues and trends shaping contact center and customer experience (CX) operations. Reports cover benchmarking data that organizations can use to evaluate performance, validate decisions, and spot gaps. This year's topics are:
- CX 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
We want to hear from CX professionals across roles and regions. Please share your experience, practices, and opinions. All responses are aggregated anonymously across hundreds of participants. There are six survey links below. Complete the ones relevant to your role, or forward individual links to the right person in your organization. Each survey takes 5 to 10 minutes. You can save your progress and return later on the same device.
Global Benchmarking Series 2026 Surveys
CX 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
Thank you for contributing to the 2026 Global Benchmarking Series. We look forward to sharing our findings with you once the reports are published.
In the meantime, you can review the reports and webinars from the 2023 Global Benchmarking Series.