Never to be underestimated, expert in certification, training, consulting and research for the contact center industry, BenchmarkPortal (News - Alert), has broken ground with its all-new multi-channel benchmark survey reveal.
In revealing the launch of its continuous multi-channel benchmarking, BenchmarkPortal continues to further position itself as a thought-leader and forerunner in the space, as this development serves as the first-ever of its kind, representing a major improvement over alternative or previous methods of benchmarking multi-channel contact centers.
According to the release, “This survey is unique in that it is continuously updated under BenchmarkPortal’s patented benchmarking process, which feeds the world’s largest database of contact center metrics.”
This survey will be particularly advantageous for contact center managers who are familiar with benchmarking. BenchmarkPortal assures that these managers will not only find this new multi-channel survey format more visually attractive, but also user friendly. Furthermore, BenchmarkPortal’s RealityCheck and In-depth RealityCheck surveys will present its users with the same set of questions they were provided for their past voice channels, and in addition, will be given questions for chat, e-mail, social media and more.
“As always, we wanted to do much more than just put interesting numbers side by side,” BenchmarkPortal CEO Bruce Belfiore beamed in the release. “Our Multi-Channel benchmark reports include a statistically advanced Performance Matrix and provide the ingredients for in-depth discussions on strengths, weaknesses and ways to reduce costs and improve quality.”
An especially beneficial feature is the survey’s “read-outs,” which all users will receive on their individual reports. According to the statement:
These read-outs are given by BenchmarkPortal’s certified experts through a WebEx-style interactive presentation. These are designed to provide useful analysis and discussion of best practices solutions. With over 40 industry verticals (including government and non-profit), the Multi-Channel surveys ensure apples-to-apples comparisons.
Also in recent company news, BenchmarkPortal revealed this week the schedule for its Contact Center Quality Assurance Training Program 2013. Additionally, the company announced last week that it would be conducting a multichannel benchmark survey, which was discussed in a CallTalk Show which aired yesterday, March 13. Lastly, the company is also full speed ahead with its Annual Call Center Campus Week 2013, being held at the Paris Hotel in Las Vegas from November 11-15, 2013. More information on this event can be found by clicking here.
It goes without saying that BenchmarkPortal is certainly keeping busy. In constantly providing its customers with the best resources and tools on the market for contact center certification and improvement, we’re likely to see much more of this company as 2013 progresses.
Edited by Ashley Caputo