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