Operations: Two industry veterans share their insights on using Benchmarks & Best Practices

Barry: Companies find real value in capturing and collecting the benchmark data. They often learn many things they didn’t know about their operations, which leads to positive changes in process.

Kislik: Curt has been talking about efficiency and costs. But if companies are looking to increase revenue or boost service levels, they may not want to look specifically at costs. Some companies want to know who’s got the best upsell program, for example, or who’s increasing order value. I’d like to see what percentage of customers’ inquiries/complaints were
resolved on first contact. And from a selling point of view, not just from orders per hour, I’d like to see a call-to-order ratio, so you can see how much work the enterprise has to do to get the order.