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Why Contact Center Benchmarking Matters: Benefits and Pitfalls of Comparisons

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Gaining a competitive advantage requires careful focus and action. Foremost, you have to know the baseline and topline is for any business measurement. That’s where benchmarking comes in, but many companies either don’t do it—or they don’t do it properly.

Benchmarking has become a vital practice for successful companies in their adoption and application of customer-facing technologies. By evaluating what successful companies are doing, they can adjust their own strategies to continually raise the bar for a better customer experience.

During this on-demand webinar, we discuss the benefits of benchmarking and how to avoid the pitfalls. We also show a real-world tool to help you benchmark your CX strategy against those demonstrating the highest measurable improvements. We will address these questions:

How and why can you get benefits from benchmarking?
What are the “gotchas” when evaluating your performance compared to other companies?
How do you know if a web-based benchmarking tool is solid?
What can you learn from 8x8’s benchmarking tool that you may not know today?

Watch the webinar on-demand now.

Gaining a competitive advantage requires careful focus and action. Foremost, you have to know the baseline and topline is for any business measurement. That’s where benchmarking comes in, but many companies either don’t do it—or they don’t do it properly.

Benchmarking has become a vital practice for successful companies in their adoption and application of customer-facing technologies. By evaluating what successful companies are doing, they can adjust their own strategies to continually raise the bar for a better customer experience.

During this on-demand webinar, we discuss the benefits of benchmarking and how to avoid the pitfalls. We also show a real-world tool to help you benchmark your CX strategy against those demonstrating the highest measurable improvements. We will address these questions:

How and why can you get benefits from benchmarking?
What are the “gotchas” when evaluating your performance compared to other companies?
How do you know if a web-based benchmarking tool is solid?
What can you learn from 8x8’s benchmarking tool that you may not know today?

Watch the webinar on-demand now.

Gaining a competitive advantage requires careful focus and action. Foremost, you have to know the baseline and topline is for any business measurement. That’s where benchmarking comes in, but many companies either don’t do it—or they don’t do it properly.

Benchmarking has become a vital practice for successful companies in their adoption and application of customer-facing technologies. By evaluating what successful companies are doing, they can adjust their own strategies to continually raise the bar for a better customer experience.

During this on-demand webinar, we discuss the benefits of benchmarking and how to avoid the pitfalls. We also show a real-world tool to help you benchmark your CX strategy against those demonstrating the highest measurable improvements. We will address these questions:

How and why can you get benefits from benchmarking?
What are the “gotchas” when evaluating your performance compared to other companies?
How do you know if a web-based benchmarking tool is solid?
What can you learn from 8x8’s benchmarking tool that you may not know today?

Watch the webinar on-demand now.

Gaining a competitive advantage requires careful focus and action. Foremost, you have to know the baseline and topline is for any business measurement. That’s where benchmarking comes in, but many companies either don’t do it—or they don’t do it properly.

Benchmarking has become a vital practice for successful companies in their adoption and application of customer-facing technologies. By evaluating what successful companies are doing, they can adjust their own strategies to continually raise the bar for a better customer experience.

During this on-demand webinar, we discuss the benefits of benchmarking and how to avoid the pitfalls. We also show a real-world tool to help you benchmark your CX strategy against those demonstrating the highest measurable improvements. We will address these questions:

How and why can you get benefits from benchmarking?
What are the “gotchas” when evaluating your performance compared to other companies?
How do you know if a web-based benchmarking tool is solid?
What can you learn from 8x8’s benchmarking tool that you may not know today?

Watch the webinar on-demand now.

Robin Gareiss, CEO and Principal Analyst, Metrigy

Robin Gareiss oversees research product development, conducts primary research, and advises leading enterprises, vendors, and carriers. She focuses on digital transformation, customer experience technologies and best practices, and artificial intelligence and analytics. Robin earned a bachelor of science degree in journalism from the University of Illinois and lives in Illinois.

Justin Robbins, Chief Evangelist, 8x8

Justin Robbins, Evangelist at 8x8, specializes in teaching business leaders how to understand and overcome their obstacles to delivering exceptional service interactions and drive strategic business impact from their customer experience.

Over the course of his career, he’s gained diverse CX expertise through roles leading business operations, learning and development, marketing, and technology strategy for global B2C and B2B brands.

In his role at 8x8, Justin helps their employees, customers, and partners to recognize and address the challenges organizations frequently face in designing and delivering cohesive customer experiences.

Robin Gareiss, CEO and Principal Analyst, Metrigy

Robin Gareiss oversees research product development, conducts primary research, and advises leading enterprises, vendors, and carriers. She focuses on digital transformation, customer experience technologies and best practices, and artificial intelligence and analytics. Robin earned a bachelor of science degree in journalism from the University of Illinois and lives in Illinois.

Justin Robbins, Chief Evangelist, 8x8

Justin Robbins, Evangelist at 8x8, specializes in teaching business leaders how to understand and overcome their obstacles to delivering exceptional service interactions and drive strategic business impact from their customer experience.

Over the course of his career, he’s gained diverse CX expertise through roles leading business operations, learning and development, marketing, and technology strategy for global B2C and B2B brands.

In his role at 8x8, Justin helps their employees, customers, and partners to recognize and address the challenges organizations frequently face in designing and delivering cohesive customer experiences.

Robin Gareiss, CEO and Principal Analyst, Metrigy

Robin Gareiss oversees research product development, conducts primary research, and advises leading enterprises, vendors, and carriers. She focuses on digital transformation, customer experience technologies and best practices, and artificial intelligence and analytics. Robin earned a bachelor of science degree in journalism from the University of Illinois and lives in Illinois.

Justin Robbins, Chief Evangelist, 8x8

Justin Robbins, Evangelist at 8x8, specializes in teaching business leaders how to understand and overcome their obstacles to delivering exceptional service interactions and drive strategic business impact from their customer experience.

Over the course of his career, he’s gained diverse CX expertise through roles leading business operations, learning and development, marketing, and technology strategy for global B2C and B2B brands.

In his role at 8x8, Justin helps their employees, customers, and partners to recognize and address the challenges organizations frequently face in designing and delivering cohesive customer experiences.

Robin Gareiss, CEO and Principal Analyst, Metrigy

Robin Gareiss oversees research product development, conducts primary research, and advises leading enterprises, vendors, and carriers. She focuses on digital transformation, customer experience technologies and best practices, and artificial intelligence and analytics. Robin earned a bachelor of science degree in journalism from the University of Illinois and lives in Illinois.

Justin Robbins, Chief Evangelist, 8x8

Justin Robbins, Evangelist at 8x8, specializes in teaching business leaders how to understand and overcome their obstacles to delivering exceptional service interactions and drive strategic business impact from their customer experience.

Over the course of his career, he’s gained diverse CX expertise through roles leading business operations, learning and development, marketing, and technology strategy for global B2C and B2B brands.

In his role at 8x8, Justin helps their employees, customers, and partners to recognize and address the challenges organizations frequently face in designing and delivering cohesive customer experiences.

Watch this on-demand webinar.

Watch now

Watch this on-demand webinar.

Watch now

Watch this on-demand webinar.

Watch now

Watch this on-demand webinar.

Watch now

On-Demand WebinarWhy Contact Center Benchmarking Matters: Benefits and Pitfalls of Comparisons

On-Demand Webinar
Why Contact Center Benchmarking Matters: Benefits and Pitfalls of Comparisons