It is becoming increasingly clear that benchmarking is essential for contact centers. Although measuring and understanding metrics is a major challenge for call center managers, many benefit from looking at industry standards and benchmarks to help track their success.
Here are 5 call center benchmarks from Dimension Data’s 2013/14 Global Contact Centre Benchmarking that I found interesting. For more thoughts and information on call center metrics, watch today’s live online roundtable, The Future of Call Center Metrics, at 4:00 PM ET. Continue reading