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10/24/05 - Benchmarking by the Dashboard Lights
A proponent of benchmarking recently wrote: "I think the key is a 'dashboard' approach...a balanced view of the key metrics. If you're paying attention to only the speedometer and don't recognize that you're red-lining the tachometer...you're going to end up in trouble!"
He goes on to say, "And, I agree with your point that one of the most valuable 'benchmarks' is customer satisfaction. You can argue why your handle time or FCR (operational metrics) should be different from the 'average'. However, satisfied customers are satisfied customer...in any environment. Benchmarking customer sat is a very valuable practice."
With regard to goals and intent, I agree with this reader. One additional point I want to make. Customer satisfaction should absolutely, positively be measured, tracked and trended. But instead of comparing customer sat to industry benchmarks, shouldn't YOUR customer expectations be the benchmark rather than the customer sat metrics of others?
Gary Lemke, Publisher
(Share your thoughts)
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TODAY'S NEWS (more)
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Vocal Laboratories announced the results of its fourth SectorPulse study on the quality of customer service among major US Airlines. Southwest Airlines with its reputation for quality customer care earns another "A" for Caller Satisfaction, and in fact Southwest's satisfaction scores are among the highest across all industries, not just airlines. Still, the airline dropped from an "A" to a "C" in Call Completion, a measure of the percentage of customers who had to call back more than once to complete their business.
Witness Systems announced that its pre-packaged workforce optimization solution is compliant with key IP telephony and contact center solutions from Avaya.
Siebel Systems announced the general availability of Siebel Business Analytics 7.8, a new release of its analytic applications and next generation BI platform products. This release includes a series of new predictive analytic solutions for driving more intelligent customer interactions, new and enhanced analytic application offerings, and new and expanded enterprise BI platform products and functionality.
3i Infotech announced that Dryden Mutual Insurance Company has signed a licensing agreement for PREMIA to manage its business operations. Dryden Mutual, founded in 1860, specializes in writing commercial multi peril policies, homeowners and general liability in upstate New York.
First National Investment Services Company, (FNIS) has selected Scherrer's Web Ally CRM offering for its front office, enterprise customer relationship management (eCRM) platform for its users who are financial consultants, and their assistants.
asknet announced that it has signed a partnership agreement with WebSideStory. Under the agreement, asknet will combine WebSideStory's web analytics technology with its own ESD services to provide software and other digital media publishers with an eCommerce solution, along with online marketing services.
Sane Solutions announced nine new partnerships with eCommerce, online marketing and specialized analytics vendors. These partnerships allow users to select best-of-breed solutions that easily integrate with NetTracker Web analytics solutions.
Exstream Software announced that SFR has selected its Dialogue software. SFR adopted Exstream's Dialogue to be its single platform for creating and fully personalizing the more than eight million transactional communications (40 million pages) it sends to customers monthly.
Maximizer Software launched its 2005 North American Business Partner conference today in Vancouver, B.C. The theme for the conference is "Connect, Collaborate and Succeed," and it brings together Maximizer Software's elite Certified Solution Providers to preview the latest release of Maximizer Enterprise, understand the direction and market opportunities for Maximizer Software, and hear from industry leaders including Microsoft, Pervasive Software, Business Objects and VineyardSoft.
LexisNexis Interface Software announced that HLB Tautges Redpath has selected InterAction to further its growth initiatives and to perpetuate its brand promise to key constituents. HLBTR will leverage InterAction as an integrated customer relationship management (CRM) program that incorporates the value of personal relationships and institutional knowledge into an easy-to-use software system.
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 FEATURE WEBCAST (more) |
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"From Tactical to Strategic: The Workforce Optimization Maturity Model"
Bill Durr, Principal Solutions Consultant, Witness Systems
Asking about the maturity of a contact center is certainly a delicate matter. But it is a question that has to be asked. In this webcast, we explore a maturity model that gives you new insights into your own organization and explores how you can make your contact center a change agent for the entire business. What you will hear will help you move from a tactical to strategic way of thinking, especially in the area of workforce optimization. So if you are dealing with the unprecedented pressures brought on by the Internet, hyper-competition, and voice over IP along with the familiar demands of cost-cutting and employee retention, this webcast is for you. Register now to receive your complimentary copy of Witness' latest white papers: "Reinvention of Workforce Management" and "Reinvention of Quality Monitoring."
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| CRMAdvocate Stock Index |
| CRMSI | 41.90 |  | 0.58% |
| Dow Jones | 10,271.74 |  | -0.09% |
| Nasdaq | 2,090.32 | | 1.06% |
| S&P 500 | 1,185.20 | | 0.62% |
| Top Gainers |
| SPSS | 23.7 | | 1.14 |
| salesforce.com | 24.36 | | 0.65 |
| Unica | 10.99 | | 0.48 |
| Top Losers |
| Witness | 19.3 | | -0.28 |
| Vignette | 15.81 | | -0.22 |
| SupportSoft | 4.07 | | -0.16 |
| Complete Stock Index |
| As of close 10/20/05 | |
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