7 Great Call Center Infographics We scoured the web to find the best contact center and customer service visualizations.

Curated by Shawn Siegel

Social Customer Service Although the rise of social media in the contact center is the main focus of this infographic, it also includes some other great tidbits. By 2020, 90% of enterprises will be using social media as part of their customer service strategies. Despite that, the majority of tweeted customer complaints go unanswered. LINK

A Wake-Up Call for Call Center Executives While not the best looking infographic, it does do a good job of highlighting results from a survey that included 250 companies. The reality is that many call center agents are under-trained and under-equipped to do the jobs asked of them. This infographic does a good job reinforcing that important issue. LINK

Destination: Customer Satisfaction This light-hearted infographic focuses on customer satisfaction. While some of the information is generic, there are 1 or 2 particularly interesting sections. I enjoyed the section which focused on call agent phrases that turn-off customers. For example, “Your call is important to us,” or “I understand your frustration.” LINK

The Mobile Advantage While there are many customer service infographics that focus on social media, not enough focus on mobile applications. Mobile apps for customer service are becoming the norm in spaces such as banking, and its only matter of time before other sectors utilize apps for similar purposes as well. An advantage of apps as compared to other channels is that consumers are more likely to recommend them to peers. LINK

Calls to Businesses This piece is different than the rest, in that it doesn’t focus on the industry generally, but simply on one company’s call efforts. It is interesting to see what this particular company (with 200 call agents) is proud of and what they focus on. For example, they’re proud that the average tenure of their call agents is 6 years. Is this something you’d be proud of too? Why or why not? LINK

The Contact Center of the Future This infographic is a little light on information, but the nuggets it does contain are worthwhile. The important thing to take away is that although the future will be increasingly mobile, social, etc.. the reality is that 71% of people reported being irritated if they couldn’t connect with a human voice. LINK

CustomerManagementIQ.com Call Center Events Review Alright, I admit it, this final piece is a bit of shameless self-promotion. We created this infographic to highlight our record-breaking slate of Call Center events in 2012. Over 2,000 people attended our 6 events, spread over 3 countries. With your help, we hope to make it 3,000 in 2013! LINK

Infographics created by the following: AstuteSolutions.com, bluewolf, GetApp, infogroup, Nuance Commumications, OpenSpan

The 14th Annual Call Center Week takes place June 10-14, 2013 at Caesars Palace in Las Vegas. For more information or to request the brochure, please email info@iqpc.com.