Did you know that one out of every 25 jobs in America is in the contact center industry? Or that a full 40 percent of contact centers have no analytics tools, even though analytics is predicted to become vitally important over the next five years?
Contact centers and the customer service they provide are hugely important to the country’s economy. And while you may have gathered plenty of anecdotal evidence of that truth from your time working in the industry, it never hurts to have a few numbers that you can rattle off at a moment’s notice. Check out this infographic to learn 13 stats that every contact center manager should know.
If your company is one of the many that wants to improve its training programs, increase its analytics capabilities, or up its employee engagement, KOVA can help. Take a look at our workforce optimization and management solutions to get started.