61% of contact centers surveyed plan to streamline workflows and simplify the agent desktop to improve the customer experience. Currently, 60% of agents use more than 5 hard copy reference documents in their workspace and 50% access between 3 to 6 applications during customer interactions. While 78% said some workflows work well and need refinement, improving workflows was cited as important to enhance efficiency and allow agents to complete tasks on time. Top metrics for contact centers in 2013 included customer satisfaction, first call resolution, and average handle time.
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Openspan Contact Center Workflow Needs
1. An Survey Reveals
Contact Center
Workflows Need
Improvement
PLANNEDinitiatives to streamline
workflow and simplify the agent desktop
NO
39%
YES
61%
Quantity of HARD COPYreference
materials used in an agents 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%
NUMBERof applications agents access
during a typical customer interaction
9%
7-10
Describe current contact center WORKFLOWS
Some workflows work well,
some need to be refined 78%
Workflows designed for highest
level efficiency 17%
4%Workflows prohibit agent from
finishing tasks in a timely manner
Top three most important METRICS
for contact center operations for 2013
Customer
satisfaction 44%
First call
resolution 24%
Average
handle time 20%
8.7%
10+
33%
1-3
50%( 3-6 )
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