Key Contact Center Benchmarks: Profile of a Contact Center

Published On:
April 17, 2014
Authored By:
APQC
Member Only Content:
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Prepared using data from APQC's Open Standards Benchmarking in contact centers, this article highlights metrics on the characteristics of a contact center (e.g., seat utilization; revenue per customer, contact, and sales order; first contact resolution rates by contact source; and contact response times by contact source) across all industries.