Elix Launches Study of Contact Centers

MONTREAL, QUEBEC - Elix announced the launch of an online benchmark study specifically designed for contact centers. This Web-based study, available on Elix's Web site, enables contact center managers to enter specifics about their contact center and quickly obtain comparative results with other contact centers, worldwide. The Elix benchmark study - comprised of just over 40 questions - has been designed with the realities of today's contact centers in mind. It compares all technological parameters and addresses the challenges that contact centers face. The benchmark is divided into four parts: contact center metrics, workforce, strategy and processes, and technology. These sections assess information that is important to contact centers, such as average number of abandoned calls, cost of hiring and fully training agents, annual turnover rate, customer segmentation strategies and agents skills, use of speech recognition, IVR, Internet, etc. "This benchmark study will arm contact center managers with the information they need to improve their business processes and contact center management," says Marianne L'Ecuyer, manager, management consulting services at Elix. "It will also give them access to valuable recommendations from an organization with over 16 years of experience in the field."