Benchmarking Your Contact Center - Best Practices for Defining and Achieving Success

In this webinar UJET’s Justin Robbins shares some of the findings from our 2023 KPI and Benchmarking study and provides guidance on how contact center teams can establish business measures that will deliver the greatest impact in the coming year.

Topics include:
• The key categories of contact center metrics
• How to distinguish between leading and lagging indicators
• Common benchmarking mistakes
• Ways to drive buy-in and engagement in improving contact center performance

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