Global Benchmarking Series

Access reports about timely issues, strategies and trends affecting contact centers and customer experience (CX) operations.

Our reports cover topics such as:

Customer Experience Strategies
Quality Assurance Programs
Contact Center Technology 
Channel Management and Strategy
People Management 
Workforce Management

Data-rich insights to inform contact center planning and development strategies.

The COPC Global Benchmarking Series, now in its second year, offers high-quality data uncovering trends and insights that empower contact center and CX leaders to make informed decisions and drive strategic efforts. We provide a comprehensive picture of the contact center and CX operations industry through a combination of global on-site assessments, executive interviews and consumer surveys.

For more than 27 years, COPC Inc. has been dedicated to helping CX leaders deliver exceptional CX. Our research aims to provide actionable data to help leaders further enhance their customers’ experience, improve their bottom line and stay ahead of the competition.   

1k+ Executives

10+ Industries

5.5k+ Consumers

50+ Countries

GBS: Customer Experience Understanding & Strategy
Published IN SEPTEMBER 2023

CX Understanding & Strategy

The Customer Experience Understanding & Strategy report provides insights from both the corporate and consumer perspectives, highlighting key findings to inform CX operations and contact center strategies. The report covers: 

  • Leadership and Planning
  • Customer Experience Strategy
  • In-House vs. Outsourced Operations
  • Channel Strategy
  • Understanding Customer Experience
GBS: Contact Center People Management & Employee Experience
Published in December 2023

Contact Center People Management & Employee Experience 

The Contact Center People Management & Employee Experience report investigates all areas critical to maintaining an engaged and productive workforce. The report covers:   

  • Staff-Related Challenges in Contact Centers 
  • Frontline Staff Onboarding 
  • Employee Development and Well-Being 
  • Employee Satisfaction and Retention 
  • Absenteeism and Attrition 
  • Staff Spans and Layers 
GBS: Contact Center Technologies
Published in MARCH 2024

Contact Center Technologies

The Contact Center Technologies report explores the adoption and application of the most used technologies, tools and workflows. The report covers: 

  • Contact Center Solutions Adoption and Plans 
  • Corporate and Employee Views on Technology
    Satisfaction with Providers
  • AI Adoption and Application in Contact Centers 
  • Customer-Facing Technologies 
  • Channel Usage and Preference 
GBS: Contact Center Quality Management
Published in MAY 2024

Contact Center Quality Assurance

The Contact Center Quality Assurance report shares detailed findings from our global survey of executives about contact center quality assurance (QA) approaches, use of technology, measurements, calibration of monitoring staff, and more. Leaders will gain insights about the industry’s current landscape and its direction regarding QA programs. Areas of research include:

  • QA Approaches
  • Channels Monitored by QA
  • How QA is Conducted and by Whom
  • Measuring and Analyzing the Performance
    and Analysis of QA Programs­
  • Calibrating and Monitoring QA Staff
  • Use of QA to Drive Frontline Agent Results
GBS: Contact Center Workforce Management
Available in june 2024

Contact Center Workforce Management

 The Contact Center Workforce Management (WFM) report provides insights from leaders worldwide about their contact center WFM approaches to help organizations make more informed decisions. Areas of research include:

  • WFM Challenges
  • WFM Skills Requirements
  • WFM Technologies
  • Managing Concurrent Chat and Virtual Hold
  • Forecasting and Staffing Approaches
  • Pricing Models
  • WFM Performance Metrics

Key insights from the CX Research

Sixty percent of customers report being forced to navigate a multichannel journey due to either complexity or poorly designed customer service processes.

Executives believe only 42% of customers are forced into multichannel journeys, indicating a disconnect from the customer's view. 


Forty-six percent of organizations are actively trying to shift traffic from human-assisted channels to self-service technologies.


Only forty-one percent of customers found a solution upon first contact through self-service.


Sixty-four percent of customers would be willing to consider using self-service technologies if it can resolve their issues.


Fifty-three percent of customers prefer human-assisted channels.