2010 Contact Center industry standards Interactive Voice Response 
Balto
AUGUST 3, 2022
As the global economy shows signs of recession, the Conversation Excellence Lab wanted to understand how executives are planning to shift their contact center budgets, and how they view the future of the contact center as a whole. Is the contact center a drain on resources, a necessary expense to manage customer needs?
Taylor Reach Group
MARCH 19, 2018
time spent by the customers navigating the IVR menu). In practice, Call Centers set their overall target (both percentage of calls and the threshold) in conjunction with their Work Force Management (WFM) process in order to calculate their staff requirements and scheduling (more on that in later sections). Occupancy Rate.
Expert insights. Personalized for you.
52 
Let's personalize your content