The contact center environment is one of constant change. There are new products, new technologies, new customers, new procedures and new problems to resolve on a daily basis. The ability of the agent to deal effectively with this complex environment is decreasing. Do the agents have the right skills? Are they responding in time? Do they have access to the right data? Just knowing the answers to these questions is not enough. Agents and managers must use the answers to these questions to improve agent productivity. Aberdeen surveyed over 200 companies to provide insights for this report, which identifies the challenges and the strategies companies require to become Best-in-Class.
Five Compelling Facts from the Research, Providing Actionable Benefits for Readers:
- 1.5 times the number of Best-in-Class companies have seen a decrease in operational
costs compared to Industry Average organizations.
- Best-in-Class companies are more than twice as likely as Laggard organizations to
have customer satisfaction levels greater than 90%.
- Best-in-Class companies are 1.6-times more likely than Laggard organizations to have
customer retention levels greater than 90%.
- Best-in-Class companies are 150% and 350% more likely than Industry Average and
Laggard companies (respectively) to have cost per contact of $5 or less.
- 97% of Best-in-Class companies measure call abandonment compared to 82% of
Industry Average companies and 74% of Laggard organizations.
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