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."
Subscribe to:
Post Comments (Atom)
Popular Posts
-
The Dashboard Analytics feature set available in Virtual Observer 4.0 has many benefits for today's busy contact center: Gain real... -
I actually found two articles related to Netflix 's customer service operation. The gist is that they have removed email-based customer ...
-
Like tens of millions of teens across the world, 15-year-old Emma rarely surfs the web or tries out new apps. Instead, she conducts her di...
-
The contact center and unified communications (UC) markets have undergone a major market consolidation, dramatically reducing the number o...
-
1) “Treat people as if they were what they ought to be and you help them become what they are capable of becoming” - Johann Wolfgang von Goe...
-
Inside CSI: In this edition of "Inside CSI", I am pleased to provide you with a few glimpses into a key member of our Support and ...
-
Google has indexed many books, newspapers, photographic archives, images, videos, flash movies, PDFs, etc., and now they've added full a... -
CSI's Product Development manager speaks about the various recording methods used to bring interaction voice data into the Virtual Obser...
-
There isn't much room for customer service mistakes these days. After all, every business has a CRM system, a quality moni...
-
Nearly every company today is focused on product innovation, pricing and automating various aspects of their business to improve the custo...
No comments:
Post a Comment