Improving Contact Center Operations through Effective Benchmarking
October 14, 2013
In every contact center, there are people who strive to improve performance and operations metrics. There are many to be juggled: metrics such as first-call resolution, average handle time, customer satisfaction and net promoter scores, average hold times and many other factors. While most contact centers have goals for all these metrics, it’s not common that managers and operations executives understand precisely where their call centers fit into the call center industry as an average.
While every company is different, 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.
By comparing your contact center’s operations performance to others in the industry, you can learn where your company falls and where you can find room for improvement. You can understand what you’re doing well and what you’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.
Experts say that best of class may not be out of reach for the average contact center if it can model effective processes and put those metrics into place to gauge improvement and success. Determining where to begin, however, is the trickiest part.
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 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
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