Resources
Tracie Boutte
Executive Advisor
Tracie has 36 years of industry experience in CX, emergency response, DX, regulatory/governmental affairs, marketing, customer insight, and C&I services.
Current Surveys
Billing Benchmark Survey
This survey covers a variety of topics, including billing programs, metrics for paperless and paper bills, billing exceptions and productivity metrics, high bill alerts, and more.
Emergency Management Benchmark Survey
This survey covers a variety of relevant topics, including staffing and activation, training and exercising, technology trends, EOPs and documentation, and more.
Customer Service Benchmark Survey
This survey benchmarks customer service and contact center performance, including call metrics, call center service levels, agent KPIs, IVR operations, and more.
