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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