It’s often said that the only thing we can count on in life is change. This is especially true in the contact center, where customer habits and the competitive landscape evolve rapidly. Above all, changes in technology—most notably AI-powered digital channels and advanced analytics—are transforming what's possible. These new tools bring unprecedented opportunities for delivering the highest quality customer experience (CX) while lowering operational costs.

Look beyond your contact center’s internal benchmarks

How do you ensure that you are taking maximum advantage of these opportunities to achieve operational excellence? For starters, you need to resist the temptation to become complacent.

No doubt you feel understandably proud when your scores for metrics, such as Average Handle Time (AHT), Customer Satisfaction Score (CSAT), and Net Promoter Score (NPS), are improving, but this shouldn’t lull you into a sense of complacency. Assuming that your metrics will remain high if you stay the course isn’t a wise strategy.

Gauge your contact center’s progress

How can you be sure that you aren’t resting on your laurels?

The answer is to gauge your progress against successful peers. You need a way to benchmark your success relative to contact centers that excel at delivering CX.

That’s why we at 8x8 have developed—in partnership with Metrigy Research—a contact center benchmarking tool that we encourage you to use to measure your progress, so you don’t get left behind.

The tool is free to use. All you need to do is answer some questions; you’ll then receive a scored response that shows how your results compare to contact centers at other companies.

Finally, you’ll gain a quick assessment, or scorecard, of your CX ecosystem, along with recommended next steps to overcome any shortcomings that might hurt your business over the long run.

How does your organization stack up?

The questions in the contact center benchmarking tool address adoption and the value of key technologies and industry trends, including:

  • AI, automation, and analytics
  • Digital channels
  • Optimization of automated experiences
  • Seamless escalation to live agents
  • Aggregation of analytics inside and outside of the contact center

The value of this tool cannot be overstated. After all, gauging your contact center’s progress with leveraging these key capabilities allows you to gain a better sense of how to plan your investments moving forward.

So, what are you waiting for? Let’s get started!

Access the benchmark tool now

Leverage industry research

The methodology that the tool is based upon is rock solid. Metrigy research conducts regular, large-scale surveys of contact centers in multiple geographies. This foundation has allowed them to identify capabilities offered by contact centers in a group identified as “success group.” Contact centers within this group score higher on a wide range of customer-centric goals. For example, they report higher scores around key metrics, such as CSAT, First Call Resolution (FCR), and NPS, not to mention decreased churn and improved revenue generation.

Naturally, you aspire to be in this success group and to meet, and exceed, all your CX targets.

Leveraging this benchmarking tool is a great first step. Remember: customer experience success is a journey, and to climb to the next level, tracking your progress is everything!