Then there are the “targets.

[shiyabul]

Then there are the “targets.” These are often established free from anything more than a rumor of an “industry standard” or referencing some “benchmarking report.” I feel compelled to comment a bit here. First of all, there are NO Contact Center “industry standards.” Why? There is NO governing body or jury to evaluate the claims.







Are there commonly used Service Levels and the like? Absolutely! But https://lastdatabase.com/ beware. Essentially, anyone can publish anything claiming that some metric achievement categorizes performance as “best practicetraditional or world class.” Few of the metric performance data frequently used by Contact Centers will fit into improving your Value. It just doesn’t fit the language. There are very few ways to relate topline growth via traditional metrics such as Service Level, Handle Time, Abandon, etc.







It would be tough to relate improvements to market share, wallet share, brand deepening, Customer Experience, and relationship building. This is why I say that “information is currency.” Use information as your Visibility and Value-building bargaining chip. Ask yourself these questions: What information do I have that will have relevance (Value) to another department? What do senior executives really need to know that I’m not telling them? What are we learning and sharing about our customers changing needs and preferences?” Think about the Marketing example.