Contact centers must focus today on how to meet the needs of customers who are increasingly mobile, increasingly connected, and increasingly impatient with slow service. To keep up with competition, companies must investigate new tools they could adopt in the near future to support a growing variety of customer interaction channels.
Leading organizations are increasingly modernizing technology and expanding connectivity options to optimize customer relations. This benchmarking research study provides participants with current metrics for call center performance in relation to new technology use. The study also examines future trends for call centers.
Best Practices, LLC conducted this benchmarking study to provide participants with critical insights, reliable metrics, and trends data they can use to assess their operations and to help to shape overall strategic direction.
This report provides reliable performance and service metrics call center leaders can use to compare themselves to their industry peers. It also looks at:
-Budget and staff size
-New customer interaction channels
-Innovative uses of social media
-The role of vendors in call center management
-Trends that are driving technology evolution in high-performing contact center organizations.
Participating companies represent biopharmaceutical, OTC (over-the-counter drugs), medical device, diagnostics, and consumer packaged goods companies.