Turbocharge Your Contact Center Metrics With Benchmarking! - ERP Spain.com - España y América Latina

Benchmarking is a proven tool for optimizing contact center performance. Effective benchmarking enables a contact center to quantify its performance, compare against others in the industry, identify performance gaps, and define the actions necessary to optimize performance. Industry data shows that contact centers that conduct annual benchmarking are far more likely to achieve world-class performance, yet fewer than 20% of all contact centers engage in benchmarking. In this webcast, Jeff Rumburg will demonstrate through case studies how benchmarking enables contact centers to optimize their performance. He will share the results of MetricNet’s 2018 Global Benchmarking Initiative, discuss the Benchmarking Methodology, define the KPIs used for benchmarking, and provide performance data from more than 300 contact centers worldwide.