and the outlook toward customer service are different [in Japan]," she says.
Another benefit relates to the ability of on-demand e-learning to help reduce agent turnover
and thereby minimize the costly two-week-or-longer process of training new hires.
CIS: Does integrating call center desktop applications help improve any call center metrics, such as average handle time or agent turnover
? How do you measure the ROI on such a product?
We can up our processing power, lower our agent turnover
, expand our self-service and contract our average handle time.
This is due to a number of factors, including disparate information, agent turnover
and a lack of repeatable guiding processes.
Costs splashed out on newer technologies are recouped on the savings in long-distance bills, expensively located call centers, agent turnover
, inefficiencies and customer churn.
In addition, there are other benefits seen with distributed workforces, such as improved security and reduced agent turnover
Anything that can reduce agent turnover
requires evaluation by contact center decision makers.
By capturing critical information that can identify problem areas early and enable prompt administrator support and issue resolution, DigiVoiceXE helps you develop stronger customer loyalties and repeat business while simultaneously reducing agent turnover
Based on his research, companies with engaged employees are 56 percent more likely to have higher than average customer loyalty, 38 percent more likely to have higher than average productivity, 27 percent more likely to report higher profitability and 50 percent more likely to have lower agent turnover