Reducing Costs in the Contact Center, Part 2 of 2

Using a benchmarking service is vital to the success of your metrics. Incorporate comparisons to others to develop a greater understanding. See if you’re measuring the appropriate standards and achieving a best-in-breed service. Also try to identify an organization that can provide the needed support when benchmarking. For areas that prove too difficult to handle on your own — and these are inevitable — allow for a third party to work with you to ensure success.