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

Report one offers 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
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GBS: Contact Center People Management & Employee Experience
Available in November 2023

Contact Center People Management & Employee Experience 

Report two 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 
Coming Soon
GBS: Contact Center Technologies
Available in January 2024

Contact Center Technologies

Report three 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 
Coming Soon
GBS: Managing Contact Center Operations
Available in March 2024

Managing Contact Center Operations

Report four provides insights into key aspects of quality assurance (QA) and workforce management (WFM). The report covers: 

  • QA: Approaches, Technology, Measurements and Analysis and Calibration
  • WFM: Challenges, Technology, Forecasting and Real-Time Management, Pricing Models, Chat/Call Distribution Models
Coming Soon

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 technology.


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 technology if it can resolve their issues.


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