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Already own the 2007 Benchmarks
in Call Center Operations report?
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132
contact centers share best practices in call center
operations; how does your center compare? Learn what is working, what is not working
and what changes others are making to improve the
performance of their contact centers.
Participants answered more than 200
questions to provide over 130 total pages of management
insights. Upgrade your 2007 Benchmarks in Call Center Operations
report to the 2010 data:
| 2010 Operations
(see
full table of contents) |
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Performance
objectives and results (KPIs)
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Contact
volume and trends
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Variable and
fixed costs
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Costs per
contact medium
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Budget
allocation
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Employee
turnover
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Customer
satisfaction
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Management
practices
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Motivations
and rewards
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Quality
Monitoring
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The study was sponsored and conducted
by Centerserve and the Call Center Learning Center.
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