BENCHMARKING
BENCHMARKING INSIGHTS SHOULD ALWAYS LEAD TO ACTION .
Benchmarking insights should always lead to action . I ’ ve worked with teams that turned their findings into real changes : whether it was upgrading technology or optimizing processes , the key was to act on the insights .
And it ’ s essential to keep everyone in the loop . At a company I consulted for , they made a point to regularly update their agents , supervisors , and leadership on progress , making sure everyone was aligned and motivated to keep pushing for improvement . This approach really helped them stay engaged and focused on hitting their goals .
THE FUTURE OF BENCHMARKING
Technology is really changing the game when it comes to customer service benchmarks , and I ’ ve seen firsthand how it ’ s making a big difference .
For example , using big data and analytics has helped companies I ’ ve worked with uncover patterns in customer interactions that they didn ’ t even realize were there , allowing them to make smarter decisions . One client , for instance , used this data to improve their response times by pinpointing exactly where delays were happening , which cut costs significantly .
I ’ ve also seen how AI and machine learning are speeding up customer service , from using chatbots to answer common questions to predicting issues before they happen . I remember working with a company that integrated AI into their customer service , which not only improved their response time but also saved them money by automating repetitive tasks .
And it ’ s not just about phone calls anymore . Companies are now measuring their service quality across all communication channels , from social media to email to live chat . One company I helped adopted metrics like NPS and CES , which gave them a better understanding of their customers ’ overall experience , not just how quickly they answered the phones .
20 CONTACT CENTER PIPELINE
Cloud-based solutions have also been a huge asset , offering flexibility and scalability . I ’ ve seen contact centers move to the cloud , and it ’ s allowed them to adjust quickly as customer demands change .
Real-time monitoring through dashboards has also been a game-changer . I worked with a client who could instantly see where issues were popping up , allowing them to adjust staffing levels or processes on the spot .
Speaking of staffing , workforce management tools have helped ensure the right number of agents are available when demand peaks , which has really improved the customer experience ( CX ). It ’ s amazing how all these innovations are coming together to make customer service faster , more efficient , and better overall .
WHERE / HOW TO BENCHMARK ?
Benchmarking is essential for identifying best practices and setting realistic performance goals . Companies like CX Network and J . D . Power offer reliable benchmarking services that can provide valuable insights . However , there are many other sources available that can help you measure your performance against industry leaders .
The most effective benchmarking approach often involves networking with peers in your industry : whether within the contact center space or through professionals from your specific vertical . Industry conferences are another excellent way to engage with peers , share knowledge , and learn about best practices from leaders in your field .
HOW TO GET STARTED ?
To begin , review your strategic plan and current scorecard . Identify the areas that are most critical to your organization ’ s success , as well as those where you still have significant room for improvement in order to achieve best-inclass performance .
Once you ’ ve pinpointed these areas , conduct research to identify best-inclass companies , both overall and specifically within your industry . This will provide benchmarks for your target metrics . Additionally , attend conferences that focus on the areas you ’ re aiming to improve , whether they ’ re specific to your industry or open to broader trends .
Lastly , leverage LinkedIn by searching for groups that specialize in these areas . These groups can offer a wealth of knowledge and often provide opportunities to connect directly with experts who are experienced in achieving the best-inclass standards you ' re striving for .
CONCLUSION
Benchmarking is more than just a numbers game . It is a powerful tool that enables businesses to adopt best practices , innovate , and stay ahead of the competition .
Whether you ’ re already an expert or just starting out , embracing cross-industry benchmarking can help you drive meaningful improvements . By using the right tools , engaging stakeholders , and staying updated on industry trends , you can move your company to the next level and ensure sustained success .
Dina is responsible for the operations of Ulysses Learning and serves as the chief client executive , working with Fortune 100 clients and other progressive organizations to redefine the way customers are cared for . Before joining Ulysses Dina was responsible for starting up two contact centers and later was a call center consultant .