Special Report: Maximizing Productivity in the Contact Center
Add bookmark
We respect your privacy, by clicking "Download Your Copy" you agree to having your details passed onto the sponsor who may promote similar products and services related to your area of interest subject to their privacy policy. You have the right to object. In addition, you will receive our e-newsletter, including information on related online learning opportunities. For further information on how we process and monitor your personal data, and information about your privacy and opt-out rights, click here.
In 2022, maximizing productivity is a non-negotiable. Over the past two years companies have recognized the value of optimized contact center operations and are working to extensively improve processes, streamline operations and ignite efficiency. While many have been slowly working to enhance productivity, the metric has quickly become critical for CX success.
The stakes for better experiences have also grown immensely. Amid economic uncertainty, organizations are scaling back and attempting to do more with less, while working to meet rising customer expectations. Today, only 10% of customers believe that experiences have significantly improved over the past year — even with a full staff of agents ready to support them.
Now, working with stricter budgets and a diminished workforce, organizations are attempting to continuously improve experiences and meet customer expectations while navigating uncertainty. By maximizing productivity, companies can streamline the agent experience, eliminate inefficiencies and facilitate better interactions. This report will dive into:
- The current employee experience
- Leading pain points preventing efficiency
- Innovative frameworks for maximizing productivity in the contact center
