Contact Center and CRM Best Proacticx

 

Achieve Better Performance Results with SharePoint

 

Contact centers utilizing SharePoint demonstrate significant efficiency gains, In a a recent report published by Aberdeen Research, “The 2012 Guide on Building a Next Generation Contact Center through Microsoft SharePoint,” some of the advantages outlined include:

* 43% better results in first call resolution rate

* 16% greater agent utilization results, which on average translates into approximately $1,872 in incremental annual cost per agent

* 5.1% year-over-year improvement in average handling time

The guide also highlights practical steps in using SharePoint to manage multiple contact centers while connecting contact center activities with customer engagement efforts across the broader enterprise

Download this enllightening report  which has been made available on CRMXchange by Aspect.

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