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Empirix Survey Shows Four out of Five Contact Center Pros Report That Technology Problems Regularly Impact Productivity

BEDFORD, Mass. - Empirix Inc. released the results of a survey conducted at the recent Annual Call Center Exhibition (ACCE) conference on call center technology and management.
Posted Nov 1, 2005
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BEDFORD, Mass. - Empirix Inc. released the results of a survey conducted at the recent Annual Call Center Exhibition (ACCE) conference on call center technology and management.  The survey focused on the impact that technology has on contact center Key Performance Indicators (KPIs). Examples of KPIs include time-to-answer, queue length and first-call resolution rate.

Among the survey findings:

  • When asked how often technology problems negatively impact agents or the caller experience, four out of five answered "Often" or "Sometimes;"
  • 14 percent of respondents reported that their contact centers miss their KPIs every day, and 32 percent - nearly one in three - reported missing their KPIs at least once a week;
  • 60 percent of respondents believe that technology problems are the primary cause behind failure to meet KPIs; and
  • 54 percent of respondents are first notified of technology problems by their customers.
  • 68 percent of respondents categorized themselves as "Contact Center Management" and 18 percent categorized themselves as "Information Technology Management/Staff."

The balance of respondents was line-of-business management, customer service representatives or others.

Only 10 percent of survey respondents report using any proactive method for technology quality assurance - four percent test manually and six percent use automated monitoring systems.

For an executive summary of the survey data, including a copy of the survey questions, visit www.empirix.com/acce.

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