Ventana Research has completed research to benchmark organizations' use of analytics in contact centers. The research assessed organizational maturity by examining the adequacy of people, process, information and technology competencies required to make the most effective and efficient use of analytics. The findings offer significant new insights into how analytics and the measures and metrics they provide are used by contact centers. It found that most organizations are not very mature in their use of analytics in the contact center. In our view, companies can do more to improve the way they provide efficiency metrics and most have yet to devise effectiveness metrics. The research indicates that a narrow focus on cost is obstructing improvement in customer service and the customer experience. Moreover, it makes clear that the timeliness of both metrics and the underlying data is increasingly an issue for companies.