J.D. Power's Contact Center Benchmarking Toolkit is a suite of easy-to-use self-evaluation tools, insights, and resources designed to help you drive excellence in your contact center. Built on best practices drawn from the highest performers, this solution enables clients to cost-effectively and quickly measure and understand how they compare with the customer satisfaction and operational standards that define cross-industry top performance across the phone, IVR, and Web self-service channels.
Clients that use the J.D. Power proven best practices and benchmarks provided in the Benchmarking Toolkit will be well-positioned to deliver satisfaction and drive operational excellence in their contact center operations across the phone, IVR, and Web self-service channels. The Benchmarking Toolkit supplies clients with the self-evaluation tools, resources, and insights to cost-effectively and dramatically improve their contact center organization, understand how they compare to high-performing contact centers, and, if desired, prepare for J.D. Power certification.
"J.D. Power Certification has helped us serve our customers better, and the recognition from such a trusted brand for the level of service we provide has helped us acquire and retain more customers which has had a material impact on our bottom line."
Kim Flemm, Vice President of Operations,
Guardian Retirement Solutions