Running a successful contact center requires a juggling act that few other business functions face. The enormous combination of factors – human resources, technology solutions and operations methodologies – means that there is great room for variance in the results that contact centers see. Determining which factors are working and which aren’t is tricky, since it’s hard to pinpoint problems and successes in a complex piece of machinery that is the contact center.
Cloud-based contact center solutions provider inContact recently conducted an online benchmarking assessment to find some of these answers. The company interviewed 378 contact center professionals from a range of industries, including healthcare, business process outsourcing and financial services, to determine where their contact solutions are achieving results and where they're falling short. While the study found that there's plenty of room for improvement, it did manage to uncover which practices are working the best for today’s contact center.
Based on scores achieved in inContact’s industry benchmark assessment, the company separated contact centers into three groups: best-in-class, laggards and industry average. The assessment covered several things that drive truly exceptional results in the contact center, and found a minority of companies engage in all of them: these are the best-in-class contact centers.
Contact centers wishing to participate in inContact’s Contact Center Benchmark Assessment can do so, to determine how their contact centers stack up against others in the industry and get expert analyst recommendations to help improve their overall business performance. The assessment, which takes only five minutes, allows contact center organizations to immediately get all the information they need to better their contact center operations using best practices as models. In addition, participants will receive a complimentary copy of the Aberdeen (News - Alert) Group's analyst report, “The Hidden ROI of Cloud-Based Contact Centers.”
This white paper, released earlier this year, is based on interviews with 487 contact center executives to determine key trends and best practices, particularly as they relate to the deployment of cloud-based infrastructure that high achieving contact centers are increasingly turning to in order to boost customer satisfaction and reap the high return on investment that comes with raising this metric.
For more information or participate in the benchmark assessment, visit inContact’s Web site.
Edited by Rory J. Thompson