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... -
There isn't much room for customer service mistakes these days. After all, every business has a CRM system, a quality moni...
-
From the Zendesk Blog : In 1972, a simple video game mesmerized players around the world: Pong. Despite its rudimentary black-and-white ...
-
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 ...
-
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...
-
In the last few months, we've been getting a lot of Nortel inquiries. We're not sure why we're seeing this more frequently - bu...
-
By and large, nonprofit organizations depend on a different set of motivations to stay afloat than those in the private sector do — i.e. ...
-
There is a very good glossary out there on the web at: Incoming.com . Here are some snippets: Call. Also called Transaction and Customer Con...
-
It's important for a call monitoring system to offer a bulletproof implementation, especially for an enterprise's IT team, who are l...
-
When customers purchase our call recording and quality monitoring solution, one of the most important considerations is whether or not to se...
No comments:
Post a Comment