Why Contact Center Benchmarking Matters: Benefits and Pitfalls of Comparisons

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Presented by

Robin Gareiss, CEO and Principal Analyst, Metrigy; Justin Robbins, Chief Evangelist, 8x8

About this talk

Gaining competitive advantage requires careful focus and action. Foremost, you have to know the baseline and topline is for any business measurement. That’s where benchmarking comes in, but many companies either don’t do it—or they don’t do it properly. Benchmarking has become a vital practice for successful companies in their adoption and application of customer-facing technologies. By evaluating what successful companies are doing, they can adjust their own strategies to continually raise the bar for a better customer experience. During this webinar, we’ll discuss the benefits of benchmarking and how to avoid the pitfalls. We’ll also show a real-world tool to help you benchmark your CX strategy against those demonstrating the highest measurable improvements. We will address these questions: - How and why can you get benefits from benchmarking? - What are the “gotchas” when evaluating your performance compared to other companies? - How do you know if a web-based benchmarking tool is solid? - What can you learn from 8x8’s benchmarking tool that you may not know today?
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Metrigy is an innovative research and strategic advisory firm that analyzes enterprise success metrics to advise companies on their technology transformation strategies. Founded by Robin Gareiss and Irwin Lazar, both renowned technology analysts and content developers, Metrigy focuses on some of the coolest and most interesting technologies: Digital transformation and digital workplace, Unified Communications & Collaboration (UCC), Customer Experience (CX) and contact center, Artificial intelligence and analytics.