Benchmarking - Multichannel Survey from BenchmarkPortal - Mar 13,2013

Call Centers continue to be the prime point of contact for customers. However, over the past several years IVRs, Websites, Social Media, etc have changed the way customers interact with your business. BenchmarkPortal is introducing a multichannel benchmark survey designed to capture valuable performance data for these various contact channels. We will unveil the survey and provide insights on key performance metrics that should be captured and monitored for these multiple channels. Playing a key role in its development, BenchmarkPortals Director of Research and Analysis, John Chatterley, will be joining the call today to shed more light on this emerging culture and the first survey in the industry that takes that into account.

multichannel | chat metrics | email metrics | social media | benchmarking