How do you know how your organization is really doing? How you stack up against external standards and industry peers? That you’re taking the right steps towards improvement in the contact center and beyond? Contact center benchmarks, that's how.
You’ll learn the answers to these and other important questions in this informative and insightful webinar featuring two dynamic presenters:
- Angie Luckey-Succes - Director of Client Experience, Landauer, Inc.
- Bruce Belfiore – CEO and Senior Research Executive, Benchmark Portal
In just one hour, you’ll gain an in-depth understanding of contact center benchmarks and “the continuous improvement cycle”—a six-step methodology that gets real results so your company can:
- Compare to competition
- Pinpoint performance gaps
- Identify improvement initiatives
- Enhance enterprise value
In this webinar, Bruce explains the importance of each of the six steps in this structured, proven metholology, from discovering your soft spots, to identifying fixes through implementation, and computing savings and quality improvements.
You’ll also hear real-life results and best practices from a CXone customer, Landauer, who successfully used benchmarks to identify what Angie describes as “the good, the bad and the ugly,” and leveraged those insights to improve not only the customer experience but also agent and business experiences. Access this webinar now: Analytics and Optimization - Real Results with Automated Benchmarking.