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Best Practice Database
Customer Service » Call Center Excellence
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Single User: Authorizes use by the person who places the order or for whom the order was placed.
Sitewide: Authorizes use of the report for a geographic site. All people at site can view the report for a year and copies can be printed.
Corporate: Authorizes use for the entire company for a year and copies can be printed. No limitations for usage inside the company.
Over-the-counter (OTC) call centers today must focus 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, OTC companies need to investigate new tools 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 OTC call center performance in relation to new technology use. The study also examines future trends for OTC call centers.
Best Practices, LLC conducted this benchmarking study to provide OTC call center leadership with critical insights, reliable metrics, and trends data they can use to assess their operations and to help to shape overall strategic direction