Five Tips for Effective Benchmarking
Empowering contact center excellence for 30 years!

Five Tips for Effective Benchmarking

Date: Wednesday, August 28, 2013

Speakers: Jeff Toister, Jen Waite


Watch or download the Educast below.

Does your contact center benchmark its performance? Do you know how you compare to other centers? Have you always wanted to benchmark but didn't know how to get started? Should you even benchmark?

In this Educast, ICMI community expert Jeff Toister explains what it means to benchmark, why it’s important, and when you should do it.

inContact’s Jen Waite also offers up 5 tips for effectively benchmarking contact center operations. Watch this short, but powerful, 15 mintue Educast and learn how your contact center can apply these principles for success and how to get started.


Click here to download the educast to your computer. (Right click and save the file to your desktop)

Jeff Toister

Jeff Toister

President, Toister Performance Solutions, Inc.

Jeff is the author of Service Failure: The Real Reasons Employees Struggle with Customer Service and What You Can Do About It. He has also authored over ten training videos on including Customer Service Fundamentals, Working With Upset Customers, and Leading a Customer-Centric Culture. His company, Toister Performance Solutions, helps customer service teams unlock their hidden potential through customer service training, surveys, and creating customer-focused cultures. Jeff is on ICMI's list of the top 50 contact center thought leaders on Twitter and was recently named one of the world's Top 30 Customer Service Professionals by Global Gurus.

Jen Waite

Jen Waite

Product Marketing Manager, inContact

In her role as Product Marketing Manager for inContact, Jennifer Waite is responsible for the development and marketing of inContact’s cloud-based contact center solutions. Prior to joining inContact, Jen held the position of Vice President of Product Support and Design Services at TPG TeleManagement, Inc., a leading marketing firm supporting call center programs for Fortune 500 companies. While at TPG TeleManagement, Jen led the creative design for all client monitoring forms, custom reporting and the team of support specialists for all online technology.

ICMI/UBM Privacy Statement

Topics: Learning & Development, Site Operations, Customer Experience, People Management, Metrics


Do you currently offer 4 by 10-hour shifts?

Yes, and employees who work this schedule get 3 consecutive days off
Yes, but employees working this schedule aren't guaranteed 3 consecutive days off
Yes, but we give employees working this schedule days off that match customer demand/volume
Yes, but we are experiencing productivity and quality concerns due to fatigue
No, we don’t offer this schedule option
More Polls