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Benchmarking your e business center performance

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Unformatted text preview: rmance. Benchmarking your e-business center performance against a Peer Group of similar centers is a mandatory step in becoming and staying competitive. This vital information, updated constantly, enables managers to remain competitive in a cost-effective manner. The Purdue / BenchmarkPortal Research, now in its tenth year, has the following unique attributes: • It is a unique source for real-time best practice performance measures. • Competitive benchmarking reports for Peer-to-Peer comparison are available within a week after your company’s performance data is obtained. • Performance is compared to a Peer Group with similar functional characteristics (apples to apples) defined by you, the participant. All the reports are excellent tools to identify gaps in your performance, and therefore areas in which your e-business center needs attention. While these reports should not be used as the only source of your e-business contact center’s performance improvement assessment, they are valuable to pinpoint areas that need more detailed analysis and action. Also, BenchmarkPortal maintains a staff of contact center auditors, i.e., in-house experts and third-party consultants, who have been certified by Purdue University to help you gather and input data and to interpret your e-business benchmark results. They can © Copyright 2005 BenchmarkPortal, Inc. 4 This report is for internal Aspect use only. Distribution of this Report outside of Aspect is strictly forbidden. Chapter 1: Introduction assist you in finding the “low-hanging fruit” in terms of improvement initiatives that will maximize your performance at a minimum cost. It is our hope that the information contained in this report will not only prove useful in and of itself, but will stimulate an understanding of, and interest in, the use of benchmarking metrics as an indispensable tool for continuous performance improvement. For questions contact Dr. Jon Anton: 805.614.0123 For your individualized report go to <www.BenchmarkPortal.com>. Copyright © 5 2005 BenchmarkPortal, Inc. This report is for internal Aspect use only. Distribution of this Report outside of Aspect is strictly forbidden. This report is for internal Aspect use only. Distribution of this Report outside of Aspect is strictly forbidden. CHAPTER 2: PARTIAL LIST OF BENCHMARK PARTICIPANTS Copyright © 7 2005 BenchmarkPortal, Inc. This report is for internal Aspect use only. Distribution of this Report outside of Aspect is strictly forbidden. This report is for internal Aspect use only. Distribution of this Report outside of Aspect is strictly forbidden. Chapter 2: Partial List of Benchmark Participants Agway Energy Products AIG AIM Fund Services Airborne Express Alabama Power Company ALARIS Medical Systems Alcatel USA, Inc. Align Technology AllegianceTelecom Allfirst Alliance Data Systems Alliance Teleservices, Inc Alliant Energy Allianz Life Insurance Allied Marketing Group Allison Engine Co. Allmerica Finacial Allstate Insurance Company Alta Resources Ameraan America Online American Bankers Financial Services American Collegiate Marketing American Community Mutual Insurance Company American Electric Power American Express American Express Retirement Services American Family Insurance Group American Health Cons...
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