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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, courtesy of 8x8, 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
Download the white paper, “The ROI of Uniting Unified Communications and the Contact Center” today.