iBenchmark- Automated Benchmarking
Available from BenchmarkPortal , LLC
Contact center managers know how useful benchmarking can be as part of an overall best practices improvement program. Managers identify competitive weak spots through the metrics and then take targeted actions to improve their performance.
The major issue that has prevented benchmarking from being an ongoing management tool is the major effort it takes to assemble and input the metrics, most of which come from the ACD, IVR or WFM systems. As a result, most centers benchmark only once per year and do not have continuous tracking of improvement initiatives, which reduces the benefit they could be getting.
After studying this issue, the experts at BenchmarkPortal, under the leadership of Bruce Belfiore, invented iBenchmark. This automated benchmarking product puts technology and advanced processes to work for people who manage contact centers without the hassle of finding and inputting the metrics manually.