Friday, June 13, 2008

29% of Agent Time Spent Talking to Customers

From Silicon republic: Independently run, Siemens Enterprise Communications sponsored:

- Employees are finding it too difficult to manage all the different software they have to use, and are spending too much time logging this information at the end of the call.

- As a result, only 29% of an agents time is actually spent conversing with the customer. of that 16% is spend conversing about the query, the remaining 13% is spent building up a rapport.

- The remaining 71% is spent entering notes, entering data, and seeking advice, and looking up screens.

Clearly this needs a radical simplification. 15 different solutions to solve one customer query? Wrong question I'd say. It doesn't matter how many apps are involved, what matters is your User Interface (single log on, customer and agent, dynamic context dashboard). OMG Paul, have you any idea how hard that is?

No comments:

Get your twitter mosaic here.