Capitalize on benchmarking data to compare and contrast the performance of small and large customer contact centers. Contact centers come in all sizes, and believe it or not, size does make a difference! A recent study indicates that in certain key performance areas there is a noticeable difference in how smaller centers are run compared to their larger counterparts.

You may think that customers don't care about the size of the center they are calling - and you are exactly right. What customers care about is receiving excellent service. That is why as a contact center manager, you need to understand how your center's performance measures up, so that you can provide customers with the same level of excellence they expect. This article identifies similarities and differences between small and large centers and provides recommendations for addressing the key areas with which small centers struggle.