Call Center Research
Empowering contact center excellence for 30 years!



Performance and Quality Management Benchmarking Study

Your participation in this study enables us to inform and equip contact center leaders with the latest trends, best practices, and benchmarks in quality management.

We look forward to sharing the final report with you!

Take the survey before May 31st
for a chance to win a Phantom 3 Drone.

2017 Research Reports

The State of Workforce Management

The workforce management process sets the foundations for whether or not a contact center gets it right the first time and is critical to an organization's success.

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Previous Research Reports




Do you currently offer 4 by 10-hour shifts?

Yes, and employees who work this schedule get 3 consecutive days off
Yes, but employees working this schedule aren't guaranteed 3 consecutive days off
Yes, but we give employees working this schedule days off that match customer demand/volume
Yes, but we are experiencing productivity and quality concerns due to fatigue
No, we don’t offer this schedule option
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