This infographic reveals the need to to improve contact center workflows to provide an optimal customer experience based on a recent OpenSpan contact center survey.

1. An Survey Reveals
Contact Center
Workflows Need
Improvement
PLANNEDinitiatives to streamline
workflow and simplify the agent desktop
NO
39%
YES
61%
Quantity of “HARD COPY”reference
materials used in an agent’s workspace?
Survey results reveal the need to focus on solutions to
improve the customer experience
Agents have little or no
task-oriented hard copy reference
materials in their workspace
Agents use more than 5
documents, including
phone lists posted in
their workspace
39%
60%
NUMBERof applications agents access
during a typical customer interaction
9%
7-10
Describe current contact center WORKFLOWS
Some workflows work well,
some need to be refined 78%
Workflows designed for highest
level efficiency 17%
4%Workflows prohibit agent from
finishing tasks in a timely manner
Top three most important METRICS
for contact center operations for 2013
Customer
satisfaction 44%
First call
resolution 24%
Average
handle time 20%
8.7%
10+
33%
1-3
50%( 3-6 )
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