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Contact Center Trends 2018-19

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A visual synopsis of contact center performance in the year that was. It covers the following –
Average time in queue or how long callers have waited in the queue to listen get connected.
How many callers gave up and disconnected while still in the queue, or average abandonment rate.
How many minutes agents spent per call or handle times.
Average wrap times, or how long agents took to complete their ACW.
How many breaks agents take on an average.
Average Answer rates in outbound call centers, or how many calls were answered of all the calls dialed in outbound contact centers.

A visual synopsis of contact center performance in the year that was. It covers the following - Average time in queue or how long callers have waited in the queue to listen get connected. How many callers gave up and disconnected while still in the queue, or average abandonment rate. How many minutes agents spent per call or handle times. Average wrap times, or how long agents took to complete their ACW. How many breaks agents take on an average. Average Answer rates in outbound call centers, or how many calls were answered of all the calls dialed in outbound contact centers.

Score from the experts at Killer Infographics

Visual Communication - 65%
Design - 60%
Content/Script - 70%
Usability - 65%

65%

Final Grade

This infographic presents statistics about contact center performance, including metrics about callers' experiences and agents' performance in inbound and outbound call centers. This infographic's consistent color palette and visual style set a good foundation for its design. Some elements, like copied text in speech bubbles, become repetitive. Overuse of narrow horizontal banners also disrupts the reader's eye, making the infographic more difficult to take in. The visual elements mostly work to illustrate the text of this infographic, which provides relevant insights into the main subject despite some grammatical errors. This infographic could send a more compelling message by highlighting its data with visualizations. Percentages could be represented with donut or bar charts, rather than just typography. Overall, visual repetition and lack of data visualization prevent the immediate readability that make a great infographic. We'd give this a D.

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