Benchmarking is Critical for Improving the Performance of a Contact Center
As if running a contact center wasn’t difficult enough on a day-in and day-out basis, managers have an added difficulty of having to keep an eye on the long-term picture to meet service levels and metrics deemed critical by the organization. These metrics might include things like average handle time (AHT), first-call resolution, hold times, customer satisfaction and more complex and twenty-first century metrics such as net promoter scores.
Keeping track of metrics is difficult enough, and many companies operate in a vacuum, poorly understanding where their results fall in with the rest of the contact center industry. While every company is different, of course, there are some universal truths when it comes to call centers: the amount of time customers will wait on hold before becoming impatient, the number of transfers a customer will tolerate and the chain of events that will lead to a customer defecting. Every company may be different, but most customers today share the same preferences and tolerances when it comes to doing business with contact centers.
Benchmarking is a critical process for successful contact centers. It helps them understand what they’re doing well and what they’re doing poorly. While there are some numbers that are difficult to compare on an apples-to-apples basis, there are others that can shed some important light on the processes and operations that contribute to some centers always showing up in the "best of class" categories, while others seem hopelessly defined as laggards.
On Tuesday, October 29 at 1:00 p.m. (EDT), CRMXchange, together with educational organization the Call Center School and cloud-based contact center solutions provider inContact, will present a Webinar event that will help contact centers improve their own organizations’ operational efficiency through benchmarking and modeling best practices. Attendees will learn how to use benchmarking information wisely to define success and move toward best-of-class performance. The presenters, Penny Reynolds, Founding Partner of The Call Center School and Jennifer Waite, Product Marketing Manager for inContact, will provide an unbiased perspective for determining operational effectiveness in the contact center through benchmarking.
Attendees will discover what it means to benchmark, why it’s important, and when they should do it; receive tips for effectively benchmarking contact center operations and how their contact centers can apply these principles for success; and learn about available technologies and how they can be leveraged to keep a contact center best in class.
For more information or to register, visit CRMXchange’s Web site here.
Edited by Rory J. Thompson