The agents and contact centers of service leaders
In a study of more than 150 service organizations, the best-in-class had a first-call resolution rate of 87%—stunning results compared to an average of 57% for the remaining firms. The same high-performing bunch currently exhibit a 92% customer-retention rate while having reduced their service costs by 8% over the past 12 months.
What are they doing differently? Get the answer to this question and many more from this in-depth survey by Aberdeen Group. Businesses surveyed have an average of 350 contact center agents handling more than a million service and support requests annually.
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