Cisco - Top Ways to Improve Contact Center Performance

Recent studies have demonstrated a positive relationship between the implementation of advanced technology in contact centers and increased caller satisfaction. For example, advanced call handling techniques reduce average queue time by anywhere from 12 to 43 percent. Calls per hour per agent improved 6 to 18 percent. And self-service options were shown to increase satisfaction among the least satisfied callers from 39 to 66 percent. In this paper, you will learn more about the ways in which advanced technology is transforming contact center productivity.

Today’s contact centers must achieve cost control and customer segmentation goals before they can effectively engage in customer collaboration. And according to the Benchmark Portal study, they are using advanced contact center technologies to improve performance against eight Key Performance Indicators (KPIs).
 
• Improve first call resolution rates
• Reduce costs per call
• Improve top box customer satisfaction
• Improve bottom box customer satisfaction
• Improve calls per agent per hour
• Improve top box agent satisfaction
• Reduce average queue time
• Improve multi-channel performance

Read more in this Whitepaper to discover how contact cenytre technology is linked customer satisfaction and customer engagement.

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blog posts

Gordon Rimmer

Where Does Your Business Stand In The Evolution Of Contact Centre Technology?

Contact centre technology is not a new innovation in the world of business and many of the methods and working practices that were introduced in the 1980s can still be found in a great number of current workplaces in the UK, and around the world. It would be wrong to say that the contact centre […]

Gordon Rimmer

Tomorrows Contact Centre – Survey Results

Contact centre managers are facing the same challenges today that they always have, from budget constraints and systems limitations to staffing and customer retention. What is changing, however, is how they respond to those challenges. Controlling costs used to be the prime issue. But today, the customer takes centre-stage, and contact centre managers consistently assert […]

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