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 helps customer service teams unlock their hidden potential.

He is the best selling author of The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service. More than 140,000 people on six continents have taken his video-based training courses on LinkedIn Learning (a.k.a. Jeff's 15 training videos on LinkedIn Learning include Customer Service Foundations and Leading a Customer-Centric Culture.

Jeff was named one of the Top 30 customer service professionals in the world by Global Gurus. He was also named one of the Top 50 Thought Leaders to Follow on Twitter by the International Customer Management Institute. Feedspot has named his Inside Customer Service blog one of the Top 50 customer service blogs on the planet.

Jeff holds a Certified Professional in Learning and Performance (CPLP) certification from the Association for Talent Development.


Twitter: @toister



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.

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