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Our sister company, ContactBabel, produced some interesting infographics showing how times have changed in the contact centre industry over the past 15 years. (The data below refer to year-end). This is the first in a series, looking at operational benchmarks. We'll be sharing others on HR, omnichannel and industry size, so keep an eye out in the next couple of weeks for those.
It seems that agents today spend less of their time talking, but have longer (and more complicated) conversations with customers. They take twice as long to answer the phone, but are far more likely to be able to handle the call themselves, rather than have to pass it to someone else.
So, swings and roundabouts...
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