Industry Benchmarking enables you to evaluate your team's performance comprehensively by comparing it with relevant industry benchmarks. You can configure the industry value for benchmark questions, so Actions knows which industry to compare your contact center metrics against.
The Industry benchmarking feature is currently available in the North America (NA) region only.
The available industry value options in Actions are:
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Healthcare
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Financial services
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Travel & hospitality
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Telecommunication
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Retail
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Insurance
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Generic
With industry benchmarking you can:
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Get a complete evaluation of your performance by comparing your contact center to industry standards across various metrics.
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Prioritize improvement strategies by identifying under performing metrics.
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Align your practices with best standards in the industry best standards.
Prerequisites for Industry Benchmarking
Before you proceed with using our industry benchmarking and value selection capabilities, please ensure you meet the following prerequisites:
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To access the industry benchmark feature, you need to enable Processing Rights option in tenant management.
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You can only select industry values if you have impersonation access.
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To access and use the industry benchmarking feature, you must first agree to the standard terms of use by enabling the Processing Rights option in tenant management.
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You can access industry benchmark data from January 1, 2023, up until 3 days before the current date.
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Your requests for industry benchmark data will be processed within 72 hours.
Supported Metrics
Industry Benchmarking supports a wide range of metrics, including:
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Active Listening
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Acknowledge Loyalty
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Incorporate Action
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Be Empathetic
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Demonstrate Ownership
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Set Expectations
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Effective Questioning
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Promote Self-Service
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Build Rapport
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Customer Sentiment
Sample Questions
|
Sample Questions |
LICEnse required |
|---|---|
| Show me the overall customer sentiment for last month compared to my industry | IA Basic or IA Advanced or IA Premium |
| Show me the overall agent behavior scores on active listening compared to my industry for last month | (IA Advanced or IA Premium) and CSAT model |
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Show me the best 10 agents based on average CSAT for last quarter compared to my industry |
IA Basic or IA Advanced or IA Premium |
|
Show me the overall agent behavior scores on being empathetic to customers compared to my industry for last month |
(IA Advanced or IA Premium) and CSAT model |
|
Show me the best 10 agents based on being empathetic to customers compared to my industry for last month |
(IA Advanced or IA Premium) and CSAT model |