CCMA Benchmarking Study 2021

We are delighted to publish the results of our 2021 member survey. The study consisted of a sample of 53 customer service & shared service operations in Ireland. Many thanks to all of the member companies who participated. The primary objective of the research was to capture key benchmark data in addition to measuring the impact of the Covid-19 pandemic on CX operations and plans to re-open contact centres once restrictions have been lifted.