Benchmarking within the contact center can be quite an undertaking. Where do you start? What do you measure? How to you compare with others within the industry?
Of course, each call center is unique. You need to measure those items which are most important to your business. Common metrics include: first contact resolution (not just first call resolution anymore), average handing time (AHT) and abandon rate. But beyond these KPIs, how is your contact center prepared to adapt to the changing needs of customers? Are you meeting customer experience expectations? And do your metrics support these changes or are you stuck in a rut?
On Wednesday, September 20, 2PM ET/11AM PT, our own Kevin McMahon, Director of Global Marketing, will be joining Robin Gareiss, President and Founder of Nemertes Research, along with the team at Enterprise Connect, for a webinar that tackles the subject of benchmarking within the contact center.
Since customer experience can make or break your business, you’ll definitely want to attend so that you can get actionable insights on how to:
- Understand the customer journey
- Provide an effortless customer experience
- Meeting customer needs throughout the buying process
West’s 2017 benchmark industry report shows that 88 percent of customer experience professionals expect digital customer interactions to overtake voice by 2020.
In addition, a Walker study says that customer experience will overtake price and product as the key brand differentiator in the next two years. With digitization and the customer experience in mind, this webinar will present findings from research conducted with over 200 contact center and customer experience professionals, providing you the insight needed to benchmark your company’s performance against other industry players.
From the state of the contact center to research that sheds light on how enterprises think about cloud contact centers, AI, chat bots, and more - it will all be covered in 60 minutes or less. Make sure to be there so you can be part of the conversation!