18% of contact centre managers set aside more than one day per month for problem solving, the same percentage as those who do not set any time to do so at all.
Poll – “How much time do you personally set aside each month to think and problem solve (away from the day-to-day stresses of the contact centre)?” – answers
Less than an hour – 18%
2-4 hours – 34%
One day – 17%
More than one day – 18%
I don’t – 18%
Source: Call Centre Helper Survey – How Contact Centres Are Delivering Exceptional Customer Service (2016 Edition) Sample size – 350+ Date: March 2016