From David Burnie’s company blog, a post that identifies how COVID-19 has impacted contact centre benchmarking and offers three key considerations to improve the benchmarking situation. Now more than ever, contact centre benchmarking is crucial to understanding performance, and assessing and improving the quality of service provided to customers. The COVID-19 pandemic has radically shifted the way contact centres operate, and by extension, benchmarking measurements considered meaningful pre-pandemic are now less important – or carry no importance at all….