Call center benchmarking is a phrase used to describe the process of comparing performance to and against others. Call center benchmarking is done in a variety of different ways.
Far too many people that are responsible for Voice of the Customer programs in contact centers are consumed with getting their daily tasks done (and putting out the fires). To be more proactive and strategic, your focus should be to understand (and use) the Spectrum of Agent Performance. Having a heavy task burden inadvertently causes [...]