7 Things that Happen When Your Contact Center is Fit April 12, 2016The contact center plays a critical role in customer experience (CX) and is the differentiator between brands. It can be the deciding factor between those that retain customer loyalty and those that do not. Here are some common indicators that your contact center is in good shape: Your wait times are low. Customers don’t have to wait too long to be helped, reducing frustration levels. A popular goal is 80% of all calls should be answered within 20 seconds. You have a low abandon rate. Because your wait times are lower, fewer callers are dropping off due to frustration. Your average call handling time is low. Using CTI features like screen pop helps reduce the time an agent must spend manually searching to gain context of the caller. Putting routing rules in place helps reduce the likelihood that the call will require a transfer because the call was sent to the wrong group. Operational costs stabilize. CTI reduces the number of agents needed due to higher efficiency levels. A great target for agent utilization is 70-80%, so all agents are staying busy but not overwhelmed. Over-utilization can have a negative impact on agent retention. Your agent employee turnover is low. It is costly to continuously recruit, hire and train new employees. A better agent experience improves job satisfaction. Happy agents help create happy customers! CSAT is high. Customers really remember a negative experience on the phone, valuing customer time yields higher CSAT. You have a competitive advantage. A fit contact center has great reporting that facilitates decision making that is informed and strategic. Anthony UlianoAnthony X. Uliano, Founder / CTO of AMC Technology. I’m a CRM and contact center integration specialist, responsible for product development and strategy at AMC, a company I founded in 1995. I got my start as the architect for SAP’s Customer Interaction Center, which I sold to SAP back in 1997, launching my 23 year obsession with CRM and CTI integration. I split my time in Richmond VA and Bar Harbor Maine, where I live with my wife and 3 children. When I’m not running AMC, I’m an avid film buff and volunteer at several non-profits.