Cisco Systems and BenchmarkPortal to Present a Live Webcast on Contact Center Metrics

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Cisco and BenchmarkPortal’s live webcast will be held on Thurs., February 2, 2012 from 1 p.m. - 2 p.m. ET. This live webcast is entitled, “Contact Center Metrics - How Does Your Contact Center Compare to Your Industry Peers.”

The Cisco and BenchmarkPortal live webcast entitled “Contact Center Metrics - How Does Your Contact Center Compare to Your Industry Peers” will be available by registering at CRMXchange, (http://www.crmxchange.com/webcast/metric/ciscofeb2012.asp).

Cisco has recently partnered with BenchmarkPortal to conduct a benchmarking study to understand the correlation between technical maturity and the actual performance of call centers, as measured through key objective metrics. Benchmarking a contact center’s performance against peers is an industry best practice and an important part of an overall business improvement plan. By doing so, strengths and weaknesses are identified, which helps businesses make targeted actions to deliver more efficient, productive and competitive contact centers.

To complement this benchmarking project, Cisco has developed a Contact Center Maturity Model and a patent-pending complementary tool that demonstrates how contact centers derive business value as their contact center maturity improves. During this webcast, we will demonstrate this tool to clearly articulate the quantified business benefits of advancing your contact center capabilities with enterprise routing, queuing, chat, email, outbound, and social media capabilities—all key aspects of a Customer Collaboration solution.

The results from this study will be highlighted in an upcoming CRMXchange webcast on February 2 at 1:00 p.m. ET (http://www.crmxchange.com/webcast/metric/ciscofeb2012.asp.) You’re invited to this webcast to learn how your contact center stacks up against your industry peers and gain new insights from our findings.

About BenchmarkPortal
BenchmarkPortal is the leader in Contact Center Benchmarking, Contact Center Certification, Contact Center Training and Contact Center Consulting. Since its beginnings in 1995 under Dr. Jon Anton of Purdue University, BenchmarkPortal has grown with the customer service industry and now hosts the world's largest call center metrics database. Currently led by Bruce Belfiore, the BenchmarkPortal team of professionals has gained international recognition for its call center expertise and innovative approaches to Best Practices for the customer service industry. BenchmarkPortal’s Web site can be found at BenchmarkPortal, (http://www.benchmarkportal.com.)

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Jeff Robertson
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