When agents are empowered with better communication and collaboration, it pays off. According to Aberdeen Research in their recent Agent Productivity & Performance Management study of 354 companies, on average contact center agents spend a startling 15% of their time seeking the information they need to do their jobs. Not only is this costly from a payroll perspective, customers get a negative perception of your company when they have to wait.
Thus, making it easy for agents to find and access information--and collaborate with peers across the business--is of utmost importance.
This paper highlights Aberdeen Research that shows the quantifiable benefits companies experience when they incorporate unified communications (UC) capabilities within their contact center. The end result is a significant improvement in operational efficiency and customer experience. Companies who unify their business communications with the contact center (compared to those who do not) experience:
- 50% greater annual increase in agent productivity
- Average handle times decreased 2.9 times more year-over-year
- 80% better improvement (decrease) in customer complaints
Click here to read the Aberdeen Research knowledge brief, “The ROI of Uniting Unified Communications and the Contact Center.”