Survey Results: Technology's Impact on Contact Center Agent KPIs

Click here to download now

Source: Empirix

Date: January 2008

Type: White Paper

Rating:

(0)

Overview: This white paper outlines the results of a September 2005 survey of call center managers and IT professionals regarding technology’s impact on call center agent productivity, Key Performance Indicators (KPIs) and the customer experience. The survey was conducted at the 2005 Annual Call Center Exhibition (ACCE) conference focused on call center technology and management. When asked how Contact Centers most often find out about technology problems impacting agents or customers, the most frequent response was, ""Customer complaints."" The second most common was, ""Agent complaints.""

DOWNLOAD NOW

Not what you're looking for? Search again

More From the Telecom Section

View All Categories

Business Intelligence : Analytics, Business Process Management, Content management, Dashboards, Data Mining, Performance Management, Databases, Datamarts/Data Warehouses, Information Management, Knowledge Management, Data Quality

Development : Open Source, Windows/.NET, Web Development, Security, Mobility, Java, High Performance Computing, Embedded Systems, Development Tools, Database, Architecture & Design, C/C++

Government : Cloud/SaaS, Leadership, Information Management, Federal, Mobile & Wireless, State & Local, Enterprise Applications, Security, Policy & Regulation, Enterprise Architecture

Hardware : Virtualization Hardware, Windows Servers, Utility/On-demand Computing, Unix/Linux servers, Supercomputers, Peripherals, Macintosh, Handhelds/PDAs, Grid/Cluster Computing, Desktops/PCs, Data centers, Blades, Processors

Healthcare : Interoperability, Administration systems, Clinical information systems, Electronic medical records, The Patient, Security & Privacy, Leadership, Policy & Regulation, Mobile & Wireless

Infrastructure : ATM, Ethernet/Gigabit Ethernet, Frame relay, IPv6, Traffic Management, Network/Systems Management, PBXs, Printers, Remote Access, Routers, Switches, UPS, VPNs, WAN Optimization/Acceleration, Wide Area File Services

Internet : B2B, B2C, Browsers, E-Business/E-Commerce, E-retail, Google, Social Business, Internet Security, Search, Social Networks, Traffic Reporting/Monitoring, Web 2.0, Web Development, Internet Policy

Management : Career Development, Training, Small-Medium Business, Salary/Compensation, ROI/TCO, Regulation/Compliance, Recruiting, Personnel Management, Outsourcing, Legal, H-1B, Executive Insights/Interviews, Workplace Trends

Mobility : WLAN, Wireless Security, Wi-Fi/WiMax, Wi-Fi VOIP, Smartphones, 3G Wireless/Broadband, Muni Wireless, Mobile Messaging, Mobile Business, Fixed Mobile Convergence, 802.11x, RFID

Personal Tech : Blackberry, Bluetooth, Bluray, Digital Cameras, Digital Music, Digital Rights Management, Virtual worlds, iPhone, iPod, Peripherals, Smartphones, TVs/Home Theater, Global Positioning Systems

Security : Security Administration, End user/Client Security, Encryption, Cyberterror, Attacks/Breaches, Application Security, Antivirus, NAC, Perimeter Security, Privacy, Vulnerabilities and Threats, Storage Security, Intrusion Prevention

Services : Telecom/Voice Services, Business Process Outsourcing, Business Services, Disaster Recovery, Systems Integration, Hosted Storage, Internet/Data Services, Outsourcing, Software as a Service, Hosted Applications

Software : Web Services, Service Oriented Architecture, Server Virtualization, Productivity Applications, Operating Systems, Open Source, Linux, Hosted Software/Applications, ERP, Development Tools, Databases, Database Applications, CRM, Business Systems Management, Integration, Application Optimization

Storage : Data protection, Disaster Recovery, Removable/Portable Storage, Security, Storage Fabrics, Storage Systems, Virtualization

Telecom : VOIP, Unified Communications, Voice services, PBXs, Internet policy, Presence, Collaboration Systems, Business, Regulation, Call Centers

Windows/Microsoft : Applications, Internet Explorer, Microsoft Company News, Security, Open Source, Operating system, Office Suite

More Telecom Resources

Secrets Revealed: Brilliant Simplicity and Lower TCO
This white paper discusses the benefits of researching the total cost of ownership for a UC system and how businesses can lower their total cost ......

Five Ways for SMBs to Succeed Using Unified Communications
The paper provides a list of the results that small and medium businesses can achieve by utilizing UC, such as efficiency and effectiveness, reduced costs, increased revenues, and enhanced customer relationships.

More On Telecom

Blogs