Rostrvm Solutions’ latest survey of contact centres has found the culprit responsible for slow down within the industry – the “war” rages on, and staff productivity is the first to fall as contact centre employees fight a battle of attrition against the overwhelming forces of obsolete back-office management.
- 70% of call centres rely on back office teams to complete customer transactions
- Over 40% of back office activity isn’t measured
- 2 out of 3 call centres use 3 or more applications at the agent desktop
The report is available HERE