2014 Executive Report on Call Center Performance, Operations and Technology




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Always designed to serve customers, the call center is now committed to satisfying them.
In order to honor that commitment, organizations must calibrate their call center operations with the notion of customer satisfaction.

It is within this customer-centric landscape that Call Center IQ issues its annual Executive Report on Call Center Performance, Operations and Technology. Constructed with data from CCIQ’s annual Call Center Performance and Operations survey and colored with insights from a diverse panel of thought leaders, the report unpacks and assesses the state of call center operations.

After first revealing the profile of today’s call centers, the report then investigates how organizations are measuring—and managing— call center performance. From there, it uncovers trends in agent engagement and development, quality assurance and technology purchasing, implementation and testing before revealing how today’s call centers must transform to deliver the results for which their businesses and their customers are looking.

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