/* Random Content Script- By JavaScript Kit(http://www.javascriptkit.com) Over 200+ free JavaScripts here! */ function fast_facts(){ var fastfacts=new Array() //specify random content below. fastfacts[1]='Organizations that focus on service quality garner higher customer satisfaction scores than those that focus solely on cost control.
(Gartner Research)' fastfacts[2]='Interactive voice response (IVR) acceptance is continuing to rise with the growth of self-help facilities.' fastfacts[3]='In 2002, enterprises that drew hard alignment between technology investments and customer management objectives reduced costs by 10 percent and improved service levels by 20 percent.
(Gartner Measurement)' fastfacts[4]='By 2003, universal-queue servers will replace stand-alone-software automatic call distribution (ACD) and computer-telephony integration (CTI) servers in the majority of new call centers (70% probability)
Steven Cain, CRM analyst.' fastfacts[5]='The contact center is the first place in the enterprise that voice over IP will be cost-justified.
(New York Times, 10/12/03)' fastfacts[6]='Call wait time, in top performing call centers, does not exceed 20 to 25 seconds.
(Steve Cain, Call Center Analyst)' fastfacts[7]='To improve queue time, use staff management software to achieve optimal alignment of agent count with enterprise call demand.' fastfacts[8]='To improve first-contact resolution, put priority on just-in-time agent training and agent access to the customer\'s history over all touch points.' fastfacts[9]='Customers tolerate longer wait times if they get resolution on the first call.' fastfacts[10]='As call complexity increases, so does cost. Centers with low call complexity have an average cost of $2.97 per call, those with highly complex calls average $6.60.
(Gartner Measurement, July 2003)' fastfacts[11]='Simplifying service pays off. In technical-support centers, the per-call cost ranges from $13.70 to $18.71 due to complexity of handling calls.
(Garner Measurement, July 2003)' fastfacts[12]='Voice Over IP, which essentially turns computers into phones, is driving a number of small phone companies. Cable companies like Time Warner are starting to offer VoIP calling plans.' fastfacts[13]='Microsoft and Yahoo are using VoIP to power voice-based, instant-messaging programs.' fastfacts[14]='First contact resolution reduces the need for second-contact calls. A 50-agent center handling 70,000 calls per month, can save nearly $150,000 per year by implementing this single best practice.
(Gartner CRM Practice)' fastfacts[15]='First contact resolution reduces the need for second-contact calls. A 50-agent center handling 70,000 calls per month, can save nearly $150,000 per year by implementing this single best practice.
(Gartner CRM Practice)' fastfacts[16]='The average cost of a call handled by an IVR system is 45 cents, compared to $5 for a call handled by an agent.
(Forrester Research)' fastfacts[17]='Are your calls going where you want them to go? Conduct an "IVR checkup". Gather statistics for at least one week to examine average call flow path and termination points.' fastfacts[18]='Voice will remain the dominant contact center communications channel through 2006.
(GIGA Research)' fastfacts[19]='Once voice is optimized, the next channel that demands attention in most centers is e-mail, followed by Web chat.' fastfacts[20]='Because contact centers are typically under-invested, most enterprises should invest more in voice support before they serve other channels effectively and profitably.' fastfacts[21]='Reducing technology costs are making contact management tools available to smaller centers, reducing the competitive advantage that large centers have enjoyed.' fastfacts[22]='Internet contacts, which are not conveniently managed by ACD-based software, are driving the convergence of ACD (automatic call distributors) and CTI (computer telephony integration).' var ff=Math.floor(Math.random()*(fastfacts.length)) if (ff==0) ff=1 document.write(fastfacts[ff]) } fast_facts()