From time to time we will publish interesting industry stats that we come across. Feel free to add comments or your own stats to this blog. Credit and a hyperlink will be attributed.
From Benchmark Portal and Dr. Jon Anton, noted expert on customer service -
"Based on our research, call centers that use monitoring or coaching software show measurable improvement in average talk time, average after-call work time and the number of calls resolved on the first contact. We observe the following differences among those that do monitor: a) average speed of answer is 19% lower, b) average talk time decreases by 29% and c) after-call work time is nearly three times lower."
This blog features many contact center industry news stories and also assembles tips for improving agent performance and customer experience, helping teams evolve into world class contact centers. It's an open forum for call center supervisors, agents, vendors and managers to contribute news, stories, anecdotes and other useful information with their peers. Industry vendors and analysts are encouraged to share client success stories.
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