In today’s economic landscape, companies must continually hone their offering in order to remain competitive. Within a Contact Centre environment, utilization is integral to this evolution. With better utilization, companies are able to improve customer service and satisfaction, reduce operating costs, increase employee engagement and grow top-line revenues.
To achieve and maintain improved results, it is important to define utilization and understand the activities that drive it. This insight report defines Contact Centre utilization, identifies key activity categories and shares select utilization benchmark values from The Burnie Group’s ongoing Contact Centre and Multi-Channel Benchmark.
Read more in our report: How to Measure Utilization in Contact Centre