How Does Your Contact Center Really Stack Up?
Benchmarks from real contact center data reveal what separates best-in-class operations from the rest. See where you rank in under 2 minutes.
What Best-in-Class Looks Like
Our analysis of 491 active contact centers reveals clear patterns that separate high performers from the pack.
Analytics Utilization
Top-tier contact centers don't just collect data — they act on it. Best-in-class operations use automated reporting at nearly 3× the rate of average performers.
<32%Average
32–68%Strong
68–84%Elite
84%+
Real-Time Visibility
Live wallboards and dashboards drive faster decisions. Top-quartile centers adopt real-time monitoring at nearly 3× the rate of bottom performers.
<21%Average
21–45%Strong
45–72%Elite
72%+
Daily Platform Engagement
The strongest operations treat their analytics platform as mission-critical. Healthy contact centers log in daily at nearly double the rate of struggling ones.
<50%Average
50–83%Strong
83–98%Elite
98%+
Most Contact Centers Are Flying Blind on Quality
Our survey of contact center leaders reveals a massive gap between how QA is done today and what's actually possible with AI.
More from the survey
Get the Full Report
Download the complete AI in the Contact Center survey report with all six findings, detailed charts, and our three key takeaways.
Built for Your Industry
While our benchmarks apply across all industries, we bring deep domain expertise to these verticals.
Healthcare
HIPAA-compliant analytics for patient access centers, scheduling lines, and nurse triage operations.
Banking & Finance
Secure reporting for loan servicing, fraud detection queues, and member services teams.
Manufacturing
Supply chain support visibility, dealer/distributor helpdesk analytics, and order status tracking.
Retail
Omnichannel customer care metrics, seasonal surge management, and loyalty program support analytics.
Benchmark Your Contact Center
Answer a few quick questions and instantly see how you compare to 491 real contact centers.
About Your Contact Center
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Your Current Operations
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Get Your Results
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Your Contact Center Scorecard
Your Personalized Recommendations
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