BENCHMARKING
ILLUSTRATION PROVIDED BY ADOBE STOCK
THE
POWER OF CROSS- INDUSTRY BENCHMARKING
HOW BENCHMARKING DRIVES INNOVATION AND PERFORMANCE .
Recently I listened to a CEO address the entire company about their firm ’ s growth emphasizing the transformative power of sharing knowledge .
“ Innovation isn ’ t just about solitary genius ,” he said . “ It ’ s about the synergy that comes from working together , sharing our struggles and best practices , and learning from each other ’ s experiences . That is what makes a world-class organization .”
His message resonated deeply with me , especially in today ’ s fast-paced business world .
In a time when resources and time are precious , the phrase " why reinvent the wheel ?" has never been more relevant . It underscores the importance of leveraging
18 CONTACT CENTER PIPELINE
BY DINA J . VANCE , ULYSSES LEARNING
existing knowledge and proven methods rather than starting from scratch .
This approach is especially vital in sectors like business , technology , and innovation , where best practice sharing and benchmarking can lead to remarkable advancements and efficiencies .
LOOKING OUTSIDE YOUR SECTOR
At our company , we champion the practice of sharing best practices through our quarterly Master Coach Forums , which allows clients to learn from each other ’ s experiences . The feedback we ’ ve received from these forums has been overwhelmingly positive , particularly regarding the insights gained from different industries .
... THE PHRASE " WHY REINVENT THE WHEEL ?" HAS NEVER BEEN MORE RELEVANT .
In the past , many of our clients were hesitant to look outside their own sector for inspiration . However , as leaders we need to consider how customer perceptions of service are shaped by their interactions with various touchpoints , including the phone companies , retail stores , and on-demand services .