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Openspan Contact Center Workflow Needs

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Survey results reveal the need to focus on solutions to …

Survey results reveal the need to focus on solutions to
improve the customer experience.


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  • 1. An Survey Reveals Contact Center Workflows Need Improvement PLANNEDinitiatives to streamline workflow and simplify the agent desktop NO 39% YES 61% Quantity of “HARD COPY”reference materials used in an agent’s workspace? Survey results reveal the need to focus on solutions to improve the customer experience Agents have little or no task-oriented hard copy reference materials in their workspace Agents use more than 5 documents, including phone lists posted in their workspace 39% 60% NUMBERof applications agents access during a typical customer interaction 9% 7-10 Describe current contact center WORKFLOWS Some workflows work well, some need to be refined 78% Workflows designed for highest level efficiency 17% 4%Workflows prohibit agent from finishing tasks in a timely manner Top three most important METRICS for contact center operations for 2013 Customer satisfaction 44% First call resolution 24% Average handle time 20% 8.7% 10+ 33% 1-3 50%( 3-6 ) V0813