Benchmarking is a tool best used for optimizing the performance of the contact center. Through its use, managers can pinpoint areas of opportunity for improvement, and support those initiatives that will result in the best ROI for the center and organization. Benchmarking answers the question, “How good is good enough?” and it allows managers to stay competitive within their industry and against industry peers. Benchmarking also provides a solid foundation for business proposals aimed at senior management for improvement initiatives. Click the following link to continue reading this article: http://www.benchmarkportal.com/call-center-newsresources/news-articles/2014/04/benchmarking-made-easy
BenchmarkPortal is a global leader in the contact center industry, providing benchmarking, certification, consulting, training & industry reports. BenchmarkPortal’s mission is to help contact centers reach peak performance in operational effectiveness and efficiency so that the centers will realize increased levels of agent and customer loyalty while containing costs and building enterprise value.
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