Tuesday, 30 January 2007 10:54

How Performance Management Bolsters Benchmarking

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Call Center Magazine - by Joe Fliescher -  January 2007


Operational benchmarking is a term that refers to research into common characteristics among call centers that represent a variety of industries. In this article, we provide an introduction to this operational component of benchmarking.

What distinguishes performance management, says Paul Stockford of Saddletree Research, is that "it's universal because it impacts the organization at all levels."

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