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Opinion Pieces and White Papers
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| 25 Mar 2013 | Benchmarking Bite Web Telephony Integration 24 of 52
The twenty-fourth Benchmarking bite from the 2012 Global Contact Centre Benchmarking Report, this document provides observations, implications and recommendations around the data about whether contact centres web and telephony systems are integrated or not. |  | 106 KB |
| 25 Mar 2013 | Benchmarking Bite Staffing Ratios 13 of 52
The thirteenth Benchmarking bite from the 2012 Global Contact Centre Benchmarking Report, this document provides observations, implications and recommendations around the data about staffing ratios in participating contact centres. | | 149 KB |
| 25 Mar 2013 | Benchmarking Bite Speed to Answer Call Time Statistics 19 of 52
The nineteenth Benchmarking bite from the 2012 Global Contact Centre Benchmarking Report, this document provides observations, implications and recommendations around the data about speed to answer, call duration, hold times, wrap-up time and percentage of calls answered in 10 / 20 seconds. | | 198 KB |
| 25 Mar 2013 | Benchmarking Bite Sourcing and Design 21 of 52
The twenty-first Benchmarking bite from the 2012 Global Contact Centre Benchmarking Report, this document provides observations, implications and recommendations around the data about whether contact centres are involved in the sourcing and design of their technology solutions. | | 108 KB |
| 25 Mar 2013 | Benchmarking Bite Self-service Development 17 of 52
The seventeenth Benchmarking bite from the 2012 Global Contact Centre Benchmarking Report, this document provides observations, implications and recommendations around the data about Self-service development within contact centres | | 156 KB |
| 25 Mar 2013 | Benchmarking Bite Process Improvements 22 of 52
The twenty-second Benchmarking bite from the 2012 Global Contact Centre Benchmarking Report, this document provides observations, implications and recommendations around the data about what contact centres are doing in terms of process improvement or re-engineering. | | 149 KB |
| 25 Mar 2013 | Benchmarking Bite Online Self-service 26 of 52
The twenty-sixth Benchmarking bite from the 2012 Global Contact Centre Benchmarking Report, this document provides observations, implications and recommendations around the data about customers being able to self-serve using online facilities. | | 123 KB |
| 25 Mar 2013 | Benchmarking Bite Load Balancing 20 of 52
The twentieth Benchmarking bite from the 2012 Global Contact Centre Benchmarking Report, this document provides observations, implications and recommendations around the data about load balancing and its use in contact centres. | | 150 KB |
| 25 Mar 2013 | Benchmarking Bite Identification by Segment 16 of 52
The sixteenth Benchmarking bite from the 2012 Global Contact Centre Benchmarking Report, this document provides observations, implications and recommendations around the data about identifying customers by use of segmentation. | | 148 KB |
| 25 Mar 2013 | Benchmarking Bite Fundamental KPI Scorecard 14 of 52
The fourteenth Benchmarking bite from the 2012 Global Contact Centre Benchmarking Report, this document provides observations, implications and recommendations about the Fundamental KPI scorecard for contact centres. | | 110 KB |
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