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.
How often do you think about how many things you should be measuring on your Quality Monitoring Form? Considering that many contact centers change or update their monitoring form because of dissatisfaction every 18-months, you probably contemplate it too often. Seeking your answers in benchmarking reports seems like an easy way to get some reassurance, [...]