Benchmarking in the contact center: Tips for managing what you measure
The fact that customers can now broadcast compliments and criticisms instantaneously using social media puts increasing pressure on contact centers to reduce wait times, improve first-contact resolution rates and achieve agent utilization targets. However, these demands are increasing at the same time that contact center budgets and resources are shrinking.
Benchmarking projects are a great way for contact center organizations to improve their operations in order to reconcile these competing demands from customers and the business.
Read this white paper to learn best practices for executing a successful contact center benchmarking project. Inside, find helpful tips on:
- Initial considerations
- Who you should benchmark your organization against
- Overcoming common barriers to effective benchmarking
- How to approach benchmarking of social media activity
- And the 6 keys to contact center benchmarking project success.