Posted by Ted Hopton on February 5, 2008
Introducing a new measure of call center performance: ICMI’s Global Service Index Report offers insights into customers’ perceptions of the call center service experience across sectors and countries.
Developed and executed by OmniTouch International, an ICMI Global Partner headquartered in Singapore, the Global Service Index Report will focus on a different industry sector each quarter. Upcoming sectors include the mobile industry, consumer electronics and hospitality. The results can be used to identify country, regional and global trends on an ongoing basis, and to document individual company performance standards within each selected country.
There’s a wealth of contact center management data and analysis in the report, so it’s certainly worth taking a look for yourself. Here’s an excerpt from the findings: Read the rest of this entry »
Posted in Benchmarking, Call Center Management, Call Centers, Customer Sat, Customer Service, ICMI, ICMI Publications, ICMI's CMI, Research, Statistics | Tagged: Benchmarking, Call Center Management, Call Centers, ICMI, mystery shopper, OmniTouch, Research | No Comments »
Posted by Ted Hopton on February 1, 2008
I love this post by Bill Taylor, co-founder of Fast Company (one of my favorite magazines), “Beyond Benchmarking: Why Copy the Competition?“
The most creative CEOs I’ve met don’t aspire to learn from the “best in class” in their industry—especially when the best in class aren’t all that great. They aspire to learn from companies far outside their field as a way to shake things up and make real change.
Hear, hear! I’ve taken issue over and over with what I call blind benchmarking, myself Read the rest of this entry »
Posted in Benchmarking, Innovation, Management, Strategy | Tagged: Benchmarking, best practices | 5 Comments »
Posted by Ted Hopton on December 14, 2005
Some of the most frequent questions we get at ICMI are about benchmarks. If you’ve ever wondered what the “industry standard” or “world class standard” is for any operational metric, then I’d like to direct your attention to an article that ICMI President, Brad Cleveland, and I wrote on this topic: “Industry Standards Cannot Replace Sound Decisions.”
I’ll excerpt part of the article here, and to read the rest you can just click on the link. I invite your comments and questions!
Remember in school when you got back graded tests? If the teacher caught you peeking at your neighbor’s score or heard you ask, “What did you get?” then you were likely advised to focus on your performance and to disregard others’.In our industry that principle needs to be re-emphasized. Too many call center managers are trying to find out what everyone else is doing, rather than what’s best for their organizations.
It’s not hard to understand why. We’re in a competitive industry. The topsy-turvy economy has led to shifts in strategy and operational objectives at many organizations. The changes have rendered industry surveys obsolete and left managers without a sufficient “gut” sense.
Call center directors and managers desperately want good information. They want to know where they stand; what they must do to surpass the competition; and which changes are cost-effective and will satisfy customers. In sum, they want facts upon which to base sound decisions.
Read the article
call center management
Posted in Benchmarking, Call Center Management, Call Centers, ICMI, ICMI Publications, Standards, Strategy | Tagged: Benchmarking, call center, ICMI, Standards | No Comments »
