Just 7% of Contact Centres Provide Their Advisors With Self-Help Videos

Out of the five initiatives we named below, self-help videos were by far the least popular in the contact centre industry, with only 7% of contact centres adopting the initiative.

Poll – “Which Initiatives do you Use?” – answers

Flexible Shifts – 45%
Buddying agents – 56%
Self Help Videos – 7%
15 minute call arrival patterns – 38%
Knowledge Champions – 47%

(Multiple answers were allowed during this poll, so the total does not add up to 100%.)

Source: Call Centre Helper website webinar: Interesting Initiatives in the Contact Centre     Sample size – 106     Date: January 2013