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.