Benchmark Reports

Contact centers dealing with heightened business expectations reveal their challenges and techniques for managing productivity and performance in this study from destinationCRM.com. This 39 page report, authored by Unisphere Research and sponsored by Knowlagent, includes an examination of the time when agents are not interacting with customers – what the authors term “dark matter.” Read the report to learn what 312 call centers managers do to identify and leverage this downtime. Download now >

Survey results conducted by Ventana Research indicates that call center leaders have an opportunity to improve customer satisfaction scores – even within tight operational budgets – when adopting new approaches for analyzing call center agent idle time. Optimizing this time depends on systems that collect data in higher degrees of granularity. The research also reveals that companies focus on metrics geared more toward efficiency than agent performance and should align metrics with overall business objectives. Download now >

Nearly 20 percent of call center shrinkage is attributed to training and coaching, according to Knowlagent’s Shrinkage Survey. Understanding how these activities impact call center operations is important. The U.S. Contact Center Decision-Maker's Guide 2011 provides a detailed look at shrinkage. This report provides access to industry specific information about: the time required for agents to become fully productive, the cost for induction courses, hours dedicated for training sales leaders and more. Knowlagent sponsored this ContactBabel U.S. Contact Center Decision Maker’s Guide. Download now >

Knowlagent conducted a survey of call center professionals to gain a better understanding of how common shrinkage activities impact centers of different industries and size. This first of its kind report shows trends for using new channels and breaks down shrinkage by activity, industry, call center size, contacts handled and channels supported. Download now >

In a recent survey of nearly 200 webinar registrants and attendees, call center executives share their experiences around first call resolution as well as modes of communication throughout the call center. Read this benchmark report for the results. Download now >

This benchmark report includes survey results on topics such as delivery methods and frequency of training, coaching and communications to remote call center agents. Download now >

Survey participants shared input on their work at-home agent program. Survey data includes demographics, agent profiles, recruiting, on-boarding, attrition and comparison of the at-home program versus the traditional call center. Download now >

Survey participants shared input on their work at-home agent workforce as well as some of the processes and challenges they have experienced. Data is provided on demographics, retention, challenges to ramping up, challenges to scaling, training and tools. Download now >

Survey participants shared input on their work at-home agent workforce as well as some of the processes and challenges they have experienced. Data is provided on demographics, retention, challenges to ramping up, challenges to scaling, training and tools. Download now >

Participants shared their practices and plans regarding work at-home agents. Topics include: drivers, challenges, logistics, piloting, and management processes. Download now >

Survey respondents shared information regarding challenges, continuity of processes, efficiencies and effectiveness of processes, assessment use, time to hire, and retention goals. Download now >

This report features 27 data points, including budget plans and investments categorized by size and industry, plans for tactics such as at-home agents and self-service, who’s doing more with less and how. Download now >

This survey sought to explore the link between performance and attrition in the call center. Data points address: attrition by tenure, continuity across agent stages, new hire training, attrition by performance level, tenure by performance level, training and communication practices. Download now >

Participants in this survey shared attrition data at different agent stages, hard and soft costs, impact of attrition in the call center at each stage, frequency of training, and use of hiring information. Download now >

This survey focused on early attrition and includes data points on "selling" the candidate, previewing the job, communicating critical factors, further breakdown of early attrition stages, and proficiency timelines. Download now >

This survey focused on the impact of job fit as a major determinant of attrition. Download now >

Knowlagent surveyed and interviewed call center leaders to discover the cost reductions they are making and the safeguards in use to protect customer loyalty. This report shares those results. Download now >

To better understand the call center agent coaching environment, Knowlagent conducted Coachpalooza, a focus group series. This summary report includes all 20 distinct key findings as well as all survey response data. Download now >