Webinar: Improving the Contact Centre

Webinar 3 of 3 - Insights from our 2018 Contact Centre Benchmark Report

Improving the Contact Centre - New Webinar

A top level analysis of our latest industry benchmark report.

The most common service level target for inbound calls is now 80% of calls answered in 30 seconds or less (37%). There is now much more variation in service level targets compared to the trend of 80% of calls answered within 20 seconds that was used most in recent years.

The final of three webinars based on the recent release of our annual Contact Centre Benchmark Study & Report (click for details). The experts explore and discuss; operational performance, CX measurement, and staff management and engagement and help sort out what the above mean for businesses and the industry. 

Fifth Quadrant’s Head of Consulting, Stephanie Bauer and Michael Stelzer, Vice President ANZ Verint take a peek behind the data to expose the opportunities available to your organisation. 

 Steph Bauer michael stelzer

Stephanie Bauer
Head of CX Consulting
Fifth Quadrant

Michael Stelzer
Vice President ANZ
Verint

 

 

Supported By: Verint, Auscontact & Flamingo AI 

 

Key Take-Aways:

  • Operational Performance - how does this impact CX outcomes?
  • CX measurement - what customer’s have to say
  • Staff management and engagement - the impact to CX outcomes

Watch the Webinar