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Just 7% of Contact Centres Provide Their Advisors With Self-Help Videos


A graph showing the answers to the question "Which initiatives do you use" with the answers of 45%-flexible shifts, 56%-buddying agents, 7%-self help videos, 18%-15 minute call arrival patterns, 47%-knowledge champions

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

Published On: 8th Oct 2013 - Last modified: 18th Sep 2019
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