Customer Magazine spoke recently to Mark Miller, the senior director of contact center solutions at J.D. Power, a leading market research company. We asked Mark to describe the benefits and pitfalls of benchmarking performance when building a world-class contact center. One benchmarking hazard is comparing your performance against the "average" performance of other contact centers. Keep in mind that 50% of the organizations will perform "better than average." Settling for better-than-average gives the false impression that you've effectively differentiated yourself when you may not have.
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