There have been many metrics and real-world results gathered on contact center efficiency - and they are presented for you in this guide. Perhaps the most important is the 20.2 times more productivity improvement that agents in intelligent contact centers average compared to others. Interaction analytics is a key enabling technology that contributes to higher efficiency, quality and other improvements.
With the proper technology, you don’t have to trade quality to improve efficiency. More data supports that point – here are some other operational and competitive advantages that Aberdeen Research documented for intelligent contact centers:
- Greater annual increase in customer lifetime value
- Greater annual improvement in customer effort score
- Greater annual increase in average customer profit margin
- Greater annual increase in employee engagement rate
- Greater annual increase in customer retention rate