Tag: Benchmarking

What’s the Benchmark?

No Picture

Last year, in the post, “Can You Prove It?” (Connections Magazine), one of the call center evaluation methods mentioned was benchmarking. The results of a properly conducted benchmarking analysis are a reliable gauge and reference point, quantifying your call center operation with respect to others. For the call center industry, benchmarking is the process of comparing and contrasting measurable contact center metrics with the best-in-class performers from a peer group. To illustrate, consider the eternal…

Read More »