The U.S. Contact Center Decision-Maker’s Guide

Knowlagent, an agent productivity solution for the world’s 10 million call center agents, has sponsored the performance portion of “The U.S. Contact Center Decision-Maker’s Guide". The report analyzed multiple metrics that help to determine the success for contact centers, but the key findings primarily related to a call center’s performance and productivity include:

-- Agent Activity -- This year’s report found that talk time has declined (58.7 percent, which is down from 65 percent last year), which may be due in part to the introduction of email and text chat. The report also found that an agent spends anywhere from to 12.8 percent to 3.9 percent of their time idle.

-- First Call Resolution -- Twenty-three percent of this year’s respondents stated that they do not measure first-call resolution at all. Meanwhile, 38 percent measure the success of the call and whether the required business processes were actually successful and 39 percent measure only the success of the call.

-- Average Handle Time -- Depending on the activity the agent is engaged in, short call duration does not necessarily translate to a satisfied customer.

-- Customer Satisfaction -- The importance of customer satisfaction continues to increase with 59 percent of respondents saying that this is more important than two years ago.

More information on the Contact Center industry, visit www.SupportIndustry.com