CCNG Member Focus Group: Benchmarking in the Contact Center
Автор: CCNG-Contact Center Network Group
Загружено: 2025-10-25
Просмотров: 9
Описание: This CCNG focus group discussion centers on how to create a simple database designed to collect and analyze key contact center metrics and demographics. The idea for the focus group began during a CCNG virtual event discussion about the challenge of finding reliable cost-per-minute and other KPI data. The goal of the focus group is to provide a practical, evolving tool to identify trends and performance ranges across industries. Participants helped define initial demographics and KPIs—ensuring clear, consistent definitions so data comparisons are “apples to apples”—as well as the best database platform, data collection process, and analytic approach. The focus group has an emphasis on collaboration, simplicity, and fun, ultimately providing access to meaningful insights and potentially customized analytics in the future.
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