In October, I covered results from the 2011 Contact Center Productivity Survey. As we’re wrapping up 2011 and looking to help companies achieve productivity goals [plus a host of other call center initiatives] for 2012, we thought it would be a good time to hold a webinar discussing the findings. , Joseph McKendrick, lead analyst with Unisphere Research, the firm that conducted the survey, and I will delve deep into the challenges revealed by the survey and how these will impact call center productivity in, “The Big 5: Overcome Top Call Center Challenges in 2012,” Thursday, Dec. 15 at 2 p.m. EST.
When surveyed, more than 300 call center leaders provided their insights on corporate culture, performance and productivity, training and coaching and technology. Some findings were surprising, but most were consistent with what we’ve heard from other contact center leaders we work closely with at client and partner organizations.
For instance, agents have nearly an hour of idle time every day; respondents reported 49 minutes daily per agent on average. Companies also reported that implementing agent improvements is a big challenge, especially when they’re already up against sometimes conflicting issues – like figuring out how to align center goals with corporate goals under budget restraints.
As Joe and I uncover the big 5 challenges for 2012, we’ll discuss how attendees can conquer these issues through:
- Improving productivity and performance measuring tools
- Providing effective training and coaching
- Eliminating agent idle time during the day
- Hiring employees with the right skills
- Staying current with technology, including social media
We welcome you to join us for our interactive web event on Thursday, Dec. 15 at 2 pm EST.