Call Center Benchmarking

Question:	How can the handle time be reduced at a call center?
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Question:	What is the average percentage of increased revenue when using a CRM program?
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Question:	Is it important to benchmark my call center against others?
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Recent Call Center Benchmarking News:

Call Center Productivity - Google News

Kotak Mahindra – Cisco combine rewarded for best contact center deployment - InformationWeek India

Kotak Mahindra – Cisco combine rewarded for best contact center deployment
InformationWeek India
The award was presented to KMB and Cisco for outstanding deployment for providing next generation customer experience, and enhancing agent productivity to be able to serve customers better. The call center implementation included amalgamation of all ...
Kotak Mahindra Bank, Cisco Win Asian Banker AwardEFYTimes (press release)

all 3 news articles »

GMT Corporation, IP Integration Team to Expand GMT Planet Reach - TMC Net

GMT Corporation, IP Integration Team to Expand GMT Planet Reach
TMC Net
IP Integration works to establish long-term relationships with its customers by provisioning sound business advice and helping its customers increase business productivity. In other call center workforce management news, Qmatic, the company that ...

and more »

Workforce Management Drives Effective Scheduling for Optimal Call Center ... - TMC Net

Workforce Management Drives Effective Scheduling for Optimal Call Center ...
TMC Net
Call center leaders can also leverage workforce management solutions to provide a more flexible schedule to drive higher productivity. Workforce management enables the call center manager to more closely address the needs of the center as they ...

Evolve IP Receives Unified Communications Magazine's 2010 Product of the Year ... - Business Wire (press release)

Evolve IP Receives Unified Communications Magazine's 2010 Product of the Year ...
Business Wire (press release)
(BUSINESS WIRE)--Evolve IP announced today that the Evolved Call Center, an enterprise-class, hosted call center solution for small to midsized businesses, has been awarded a 2010 Unified Communications ® magazine Product of the Year Award by TMC, ...

and more »

Area unemployment rate declines - Green Bay Press Gazette

Area unemployment rate declines
Green Bay Press Gazette
The grants are to train existing workers to upgrade their skills and productivity and to expand technical college training services. They are awarded competitively. Interested companies should contact NWTC by Friday. Call (920) 498-6911 or email ...

and more »

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Additional Call Center Benchmarking Resources:

1. BenchmarkPortal.com - HOME - We Do Call Center Benchmarking
Call center benchmarking - it's a natural tendancy for a new call center manager to want to benchmark only against call centers in their own industry.

2. BenchmarkPortal - Home Page
Whether you're looking to benchmark your center's performance against your The College of Call Center Excellence · Benchmark 2005: Certified Specialist

3. Benchmarking - International Contact Center Benchmarking Consortium
Benchmarking is a critical facet of a Call Center organization. The goal of ICCBC is to provide useful benchmarking data to Call Center managers.

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