CallTalk Air Date: Wed, Apr. 18, 2012
Host: Bruce Belfiore, BenchmarkPortal
Guest Speaker: John Chatterley, Research Director & Senior Specialist, BenchmarkPortal
Up to 30% reduction in cost per call - through technology alone! A new research report on technology in the call center shows this and many other statistical ties between technology maturity and call center performance.
Download and read the Executive Summary first, courtesy of BenchmarkPortal. Download Executive Summary Here »
This research is destined to be one of this year's most discussed white papers, so read up and listen in! This 'MUST READ' REPORT belongs on every contact center executive's desk! Full Report Available Here »
This groundbreaking 2012 research report provides positive, statistically relevant evidence showing that more advanced contact center technology produces better contact center performance. More advanced technologies result in more effective and efficient customer interactions. For instance, they: Improve Customer Satisfaction. Lower Cost per Call Increase First Contact Resolution Increase Calls Handled per Agent per Hour Reduce Queue Time Improve Agent Satisfaction Based on rigorously checked and validated data from 143 contact centers across a broad range of industries, this unique research paper will help managers justify investment in more advanced technology.