Contact Center Workflows Need Improvement
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description
This infographic reveals the need to to improve contact center workflows to provide an optimal customer experience based on a recent OpenSpan contact center survey.
Transcript of Contact Center Workflows Need Improvement
An Survey Reveals
Contact CenterWorkflows Need
Improvement
PLANNED initiatives to streamline work�ow and simplify the agent desktop
NO39%
YES61%
Quantity of “HARD COPY” reference materials used in an agent’s workspace?
Survey results reveal the need to focus on solutions to improve the customer experience
Agents have little or no task-oriented hard copy reference materials in their workspace
Agents use more than 5 documents, including phone lists posted in their workspace
39%
60%NUMBER of applications agents access during a typical customer interaction
9%7-10
Describe current contact center WORKFLOWS
Some work�ows work well,some need to be re�ned 78%Work�ows designed for highestlevel e� iciency 17%
4%Work�ows prohibit agent fromf inishing tasks in a timely manner
Top three most important METRICS for contact center operations for 2013
Customersatisfaction 44%First callresolution 24%
Averagehandle time 20%
8.7%10+
33%1-3
50%( 3-6 )
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