Statements from the following verified business professionals were used to create this chart:
Title |
Company Size |
Industry |
Response |
|
IT Director or VP |
Medium Enterprise |
Healthcare |
- Ability to meet SLAs: Did not know
- Customer satisfaction improvement (CSAT, NPS scores): Did not know
- Agent satisfaction or productivity: 75% or more
- Handle/Resolution improvements: Did not know
- Reduced Costs: Did not know
|
|
Customer Care Director or VP |
Medium Enterprise |
Computer Software |
- Ability to meet SLAs: 50%-74%
- Customer satisfaction improvement (CSAT, NPS scores): 50%-74%
- Agent satisfaction or productivity: 75% or more
- Handle/Resolution improvements: 50%-74%
- Reduced Costs: 10%-24%
|
|
Customer Service Director or VP |
Small Business |
Educational Institution |
- Ability to meet SLAs: 10%-24%
- Customer satisfaction improvement (CSAT, NPS scores): 10%-24%
- Agent satisfaction or productivity: 10%-24%
- Handle/Resolution improvements: 10%-24%
- Reduced Costs: 10%-24%
|
|
Customer Service Manager |
Medium Enterprise |
Industrial Manufacturing |
- Ability to meet SLAs: 0 to 10%
- Customer satisfaction improvement (CSAT, NPS scores): 0 to 10%
- Agent satisfaction or productivity: 25% to 49%
- Handle/Resolution improvements: 25% to 49%
- Reduced Costs: 10%-24%
|
|
Business Operations Director or VP |
Medium Enterprise |
Telecommunications Services |
- Ability to meet SLAs: 0 to 10%
- Customer satisfaction improvement (CSAT, NPS scores): Did not know
- Agent satisfaction or productivity: 0 to 10%
- Handle/Resolution improvements: 0 to 10%
- Reduced Costs: Did not know
|
|
IT Administrator or Manager |
Small Business |
Healthcare |
- Ability to meet SLAs: 75% or more
- Customer satisfaction improvement (CSAT, NPS scores): 75% or more
- Agent satisfaction or productivity: 75% or more
- Handle/Resolution improvements: 75% or more
- Reduced Costs: 75% or more
|
|
Customer Service Representative |
Medium Enterprise |
Energy & Utilities |
- Ability to meet SLAs: Did not know
- Customer satisfaction improvement (CSAT, NPS scores): 75% or more
- Agent satisfaction or productivity: 50%-74%
- Handle/Resolution improvements: 75% or more
- Reduced Costs: 25% to 49%
|
|
Contact Center Supervisor |
Medium Enterprise |
Real Estate |
- Ability to meet SLAs: 50%-74%
- Customer satisfaction improvement (CSAT, NPS scores): 50%-74%
- Agent satisfaction or productivity: 50%-74%
- Handle/Resolution improvements: 50%-74%
- Reduced Costs: 50%-74%
|
|
IT Administrator or Manager |
Medium Enterprise |
Healthcare |
- Ability to meet SLAs: 75% or more
- Customer satisfaction improvement (CSAT, NPS scores): 75% or more
- Agent satisfaction or productivity: 75% or more
- Handle/Resolution improvements: Did not know
- Reduced Costs: Did not know
|
|
Customer Service Director or VP |
Medium Enterprise |
Computer Software |
- Ability to meet SLAs: 25% to 49%
- Customer satisfaction improvement (CSAT, NPS scores): 50%-74%
- Agent satisfaction or productivity: 50%-74%
- Handle/Resolution improvements: 25% to 49%
- Reduced Costs: 10%-24%
|