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Products & Services Customer Service Call Centers Process Design and Management

Contact Center Operations: Effectively Serving Customers' Technical Issues

ID: 4551


Features:

3 Info Graphics

19 Data Graphics

90+ Metrics


Words: 25


Published: Pre-2013


Delivery Format: Online PDF Document


 

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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.


Industries Profiled:
Biotech; Telecommunications; Computer Software; Manufacturing; Electronics; Energy; Technology; Insurance; Consumer Products; Medical Device; Professional Services; Health Care


Companies Profiled:
Bioproducts; Vodacom; Talisma; WJ Communications; Rockwell Automation; Xilinx; Republic Windows & Doors; SaskTel; New Zealand Telecom; Guilford Mills; Primavera Software; Concord Communications; International Rectifier; Intuit; Cognos; Arrow Electronics; CenterPoint Energy; CenterStone Technologies; Applied Systems; AFC; Eastman Kodak; Medtronic; Motorola; Siemens; Texas Instruments


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