2015 global contact centre benchmarking report（2015年全球联系中心基准测试报告）.pdf

2015 global contact centre benchmarking report summary report 2015 Copyright notice © Dimension Data 2009–2015 Copyright and rights in databases subsist in this work. Any unauthorised copying, reproduction or other dealing in this work, or any part thereof, without the prior written consent of the copyright owner is an act of copyright infringement. Copying of certain portions of this work, such as tables, graphs and certain extracts is permissible subject to the condition that : 1. such portions do not constitute a substantial reproduction of the work (or a section) as a whole, and 2. the following notice accompanies all such portions: Dimension Data’s 2015 Global Contact Centre Benchmarking Report, © Dimension Data 2009-2015. Any unauthorised copying, communicating to the public, reproduction or other dealings in this work, or any part thereof, renders the person responsible for such acts liable for civil law copyright infringement and, in certain circumstance, liable to criminal prosecution as well. All rights of the copyright owner are reserved. The data and information contained in the Global Contact Centre Benchmarking Report (benchmarking report) are for information purposes only. While the commentary and hypotheses in this benchmarking report are based on rigorous data analysis and market experience, the data and information contained in this document may contain personal views and opinions which are not necessarily the views and opinions of Dimension Data. Furthermore, while reasonable steps are taken to ensure the accuracy and integrity of the data and information provided, Dimension Data accepts no liability or responsibility whatsoever if such data or information is incorrect or inaccurate, for any reason. Dimension Data does not accept liability for any claims, loss or damages of any nature, arising as a result of the reliance on or use of such data or information by anyone. about the global contact centre benchmarking