Gain competitive advantage by understanding your capabilities and planning for improvement
Knowing where you need to improve means knowing what you are doing both right and wrong. How do you stack up against your peers?
Our Comparative Benchmarking services are designed to identify your contact centre’s current capabilities. We discover areas of best practice and pinpoint opportunities for learning and improvement. The findings serve as a valuable baseline that enables the setting of relevant objectives, standards for best practice, supports decision-making and defines targets for improvements in line with the organisation’s customer management strategy.
Our approach helps businesses develop a clear strategic direction by providing:
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A benchmark against the global standard for strategic and operational performance of your organisation’s contact centre
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Insights gathered through your question set to give a consistent and objective means of internal performance comparison
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A maturity assessment based on Merchants’ global standard maturity model showing your centre’s current state of development
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A future state definition which shows your desired future capability
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A roadmap for change that helps you achieve your future vision;
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Access to a benchmarking portal which enables interrogation of data against global benchmark data
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Overview of services
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Under Construction!
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2011 Global Contact Centre Benchmarking Report now available
Dimension Data’s largest thought leadership publication, the 2011 Global Contact Centre Benchmarking Report is now available. 546 participants from contact centres located in 66 countries across five continents took part in the comprehensive contact centre survey.
The survey investigated every aspect of contact centre operations and development, including: Strategy and development; self-service; workforce optimisation; operations; technology and customer interaction management.
To download the summary findings, please do so here
Dimension Data Presents the Global Contact Centre Benchmarking Webinar Series
Dimension Data brings you a seven-part webinar series based on the findings from the 2011 Global Contact Centre Benchmarking Report. A variety of subject matter experts from within and outside of Dimension Data will take you through each of the key focus areas in contact centres and share insights about the changing role of the contact centre today. The series will include global benchmarking results overview; strategy and development; operations; self-service; technology; workforce optimisation, and interaction management.
If you’d like to receive more information on the webinar series, please complete the registration form and we’ll be in contact with more details.