Out of the five initiatives we named below, self-help videos were by far the least popular in the contact centre industry, with only 7% of contact centres adopting the initiative.
Poll – “Which Initiatives do you Use?” – answers
Flexible Shifts – 45%
Buddying agents – 56%
Self Help Videos – 7%
15 minute call arrival patterns – 38%
Knowledge Champions – 47%
(Multiple answers were allowed during this poll, so the total does not add up to 100%.)
Source: Call Centre Helper website webinar: Interesting Initiatives in the Contact Centre Sample size – 106 Date: January 2013
Author: Jo Robinson
Published On: 8th Oct 2013 - Last modified: 18th Sep 2019
Read more about - Archived Content, Empowering Agents, Polls
