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Webcast Recording: Contact Center Metrics - How Does Your Contact Center Compare to Your Industry Peers?

Level 5
Level 5

Benchmarking your contact center’s performance against your peers is an industry best practice and an important part of an overall improvement plan. You’re able to identify your strengths and weaknesses, and then take targeted actions to make your contact center more efficient, productive and competitive.

Cisco has recently partnered with BenchmarkPortal and The Center for Customer Driven Quality to conduct a benchmarking study to understand the correlation between technical maturity and the actual performance of call centers, as measured through key objective metrics. View this webcast recording to learn how your contact center stacks up against your industry peers and leave with key takeaways and new insights.

To complement this benchmarking project, Cisco has developed a Contact Center Maturity Model and a patent-pending complementary tool that demonstrates how contact centers derive business value as their contact center maturity improves. During the webcast, we demonstrated this tool to clearly articulate the quantified business benefits of advancing your contact center capabilities with enterprise routing, queuing, chat, email, outbound, and social media capabilities—all key aspects of a Customer Collaboration solution. This webcast recording promises to be an insightful and valuable use of your time.

The webcast recording can be viewed here:

You may access a copy of the presentation (pdf format) below.

2 Replies 2

Level 1
Level 1

is the tool mentioned in the presentation available to individuals?

Hi Scott,

If you're interested in accessing the tool, please contact Leon Grekin at Thanks!