The contact center is beginning to stabilize after a dramatic, pandemic-related increase in inquiries. Average speed to answer has stabilized since March/April, and continued improvement is expected as inbound call volume returns to pre-pandemic levels.
This data is from Auriemma Roundtables’ COVID-19 Impact Dashboard, which provides pertinent benchmark data and KPIs in the current environment. Auriemma Roundtables introduced the Impact Dashboard to help our members stay on top of business impacts related to the pandemic. For more information, contact Louis Buccheri at LBuccheri@roundtables.us