Maximizing Productivity in the Contact Center
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 customer experience 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 maximiz-ing productivity, companies can streamline the agent experience, eliminate inefficiencies and facilitate better interactions. This report will dive into the current employee experience, uncover leading pain points preventing efficiency and establish a framework for maximizing productivity in the contact center. By empowering agents to do more with less, companies can continuously improve even during moments of economic downturn, keep-ing customers and employees satisfied over the long term.
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