BenchmarkPortal Offers Performance Automation with iBenchmark
August 22, 2012
By Susan J. Campbell
, TMCnet Contributing Editor
Contact center managers need a benchmark portal that provides the information they need to make decisions that will affect the success of that contact center. The ability to compare performance metrics against those of others in the same industry is an important activity. A service known as iBenchmark from BenchmarkPortal is giving the managers just that kind of tool.
iBenchmark provides an automated benchmarking solution that supplies reports that give insight into contact center processes. This service differs from others in that it negates the need for management and IT to plug in the metrics, which is traditionally a long and tedious process.
Contact centers that take on this benchmarking process will only need to follow the simple installation instructions and have their metrics automatically imported to the database provided in iBenchmark. They typical installation only takes one or two days.
BenchmarkPortal’s (News - Alert) database used to compare information is the largest of its kind, and is also very secure. Everything is protected with unique passwords and the only people gaining access to the detailed reports stored at the BenchmarkPortal database are the approved managers within an organization. Once they gain access, management has at their fingertips all the useful benchmark data they need to drive necessary changes in the contact center.
Contact centers that have chosen this portal have improved customer services and saved money while doing it. The monthly reports they generate offer metrics that give accurate snapshots of the center’s performance compared with the industry as a whole. As a result, iBenchmark becomes a valuable tool in the manager’s arsenal because it helps to set the game plan and map that are crucial to setting goals.
If there are gaps in performance, the solution will bring them to light. It’s often hard to know what the impact of the perceived needed changes will be on an organization without a real-world implementation for comparison, and iBenchmark helps contact centers determine those impacts, which can help save time and money.
No matter how tight the contact center is managed, weaknesses are often hidden in metrics and reports that don’t get to the bottom of the company’s processes. iBenchmark brings the automation and technology together to facilitate advanced processes that monitor performances.
It’s all about insight and improving the bottom line. BenchmarkPortal also offers an insight into the expected return on investment for those who aren’t sure if the solution will work for them.
Bruce Belfiore, BenchmarkPortal CEO, recently told TMC (News - Alert), “People we do benchmarking for have told us or years that they love benchmarking because it gives them a lot of good managerial information that they can utilize to improve their service over time. What they don’t like is the amount of time it takes to put all of those metrics together. As a result, they tend to only do it once a year.” iBenchmark allows companies to measure more often through automation.
Belfiore joined Erik Linask (News - Alert) in the TCM Roadshow from San Jose, CA. To learn more about iBenchmark and capture their entire conversation, check out this video inerview in full.
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Edited by Stefanie Mosca