Obsolete back-office management responsible for contact centre slow down.

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.

Highlighted problems:

  • 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

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  1. Pingback: The importance of Workforce Management | OpsTalent Blog

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