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“You will never reach your destination if you throw stones at every dog that barks.”
“If you know the enemy and know yourself, you need not fear the results of a hundred battles.” – Sun Tzu One of the most effective ways to determine how your contact center’s performance stacks up against other providers in your industry is to benchmark. Many enterprises are satisfied when their contact center meets goals that are set internally, and that works to a point. But, the picture can get less than rosy when goals achieved in a vacuum are compared to companies who benchmark against contact center industry standards.
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How a 10-Point Improvement Tool Can Reshape Your Contact Center
"The easier it is to get fast, convenient customer service, the more consumers will engage with customer service. That higher level of engagement will remain essential to building the long-term loyalty that businesses depend on for stability and continued growth."
"When your vendor is interacting directly with your customers on behalf of your company, questions you ask before hiring them need to be deeper, more pointed and increasingly challenging."
"A strong vendor management program can properly locate & manage the right vendor partner in a crowded and chaotic competitive field."