According to “The 2012 Guide on Building a Next Generation Contact Center through Microsoft SharePoint,” a recent report published by Aberdeen Research, contact centers utilizing SharePoint demonstrate significant efficiency gains, such as:
- 43% better results in first call resolution rate
- 16% greater agent utilization results, which on average translates into approximately $1,872 in incremental annual cost per agent
- 5.1% year-over-year improvement in average handling time
The guide also highlights practical steps in using SharePoint to manage multiple contact centers while connecting contact center activities with customer engagement efforts across the broader enterprise.
Download a copy of the Aberdeen report now to read more about successful SharePoint initiatives from best-in-class contact centers.