Benchmarking - Knowing How You Measure Up Helps Drive Improvement
It’s crucial for contact centers to have yardsticks in place to assess their performance and determine how they compare with organizations which function at the highest level. Managers who know how their operation matches up to industry standards in such areas as agent productivity and resource utilization are positioned to pinpoint any internal shortcomings. They can then develop action plans to shore up performance gaps before they affect customer satisfaction scores (CSAT) or have a negative impact on business results. Leaders who have done benchmarking studies can also present a more compelling business case to senior management for investing in technology or staff resources to drive long-term performance improvements.
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