This measure calculates the average number of contact center seats per contact center, where customer and other inbound contacts related to inquiries, sales, and technical support are handled by an organization. It is part of a set of Process Efficiency measures that help companies optimize the performance of their "plan and manage customer service operations" process by minimizing waste and refining resource consumption.
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Number of seats / Number of contact centers included
Process efficiency represents how well a process converts its inputs into outputs. A process that converts 100% of the inputs into outputs without waste is more efficient than one that converts a similar amount of inputs into fewer outputs.