2021 Talkdesk global contact center KPI benchmarking report

The global repercussions of COVID-19 permanently changed the way we behave, work, and think about the future. And the dust hasn’t settled yet: countries are still healing from the direct or indirect socioeconomic effects of pandemic control measures. But turbulence is also transformative. And together, we did our best to adapt. 

For businesses, adapting means transforming customer experience (CX) strategies and optimizing operations while dealing with countless competing priorities and trade-offs. 

This report presents benchmarks for five handpicked contact centre performance metrics applied to a wide range of industries, company sizes, and locations to inform critical business decisions, helping you use data as a tool for transformation —not as a byproduct of turbulence.