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"Contact Center Operations: Effectively Serving Customers' Technical Issues"
Based on a survey of 29 primarily high-tech organizations, this 25-slide presentation identifies trends in contact centers that service customers with technical issues. Key topic areas in this study include: performance metrics, customer satisfaction measurements, contact center offshoring and outsourcing, knowledge base management and sales lead management. Companies can use this information to evaluate their customer satisfaction measurement processes and strategies in contact centers that service customers with technical issues.
The study found that one third of the benchmark class achieves a resolution time of less than 6 hours for non-fee technical support and that on average, companies achieve about 84-89% satisfaction rate for all contact center levels. Surveyed companies are also more likely to use customer satisfaction ratings and quantitative productivity measurements to evaluate agents than qualitative measures like call quality.
This information was collected from Best Practices, LLC Internet Benchmarking Exchange service.