Your call center has decided to investigate implementing a real-time performance management (RTPM) solution to increase service level and improve agent morale.You’re looking at digital signage, wallboard and dashboard options, considering vendors and wondering which technical questions you should ask to determine the best fit. Inova Solutions has designed and implemented real-time performance management solutions at over 2,000 contact center sites and we recommend you begin with these up-front questions.
Blog Archive: March 2015
Clearly outlining and adopting a real-time performance strategy can be broken into three steps: -Creating KPIs and metrics that can be used to identify and address performance issues based on your specific contact center environment and goals. -Putting a processes in place to allow agents, supervisors and managers to learn immediately when there is a problem. -Determine the appropriate response plan to ensure that your staff is utilized effectively throughout the day. Empowering your agents with real-time metrics and feedback helps them work together and self-manage as a team. They’re better informed and more equipped to make quick decisions and ready to provide the best possible customer experience.
Want to learn more about call queue behavior and ways to improve the customer experience? Why will some callers wait ten minutes or longer while others hang up in 30 seconds? What is the cost of abandonment are there alternatives to call queueing and what is the role of messaging? This webinar looks at the different factors affecting tolerance and considers ways to make the wait a little more productive. Watch this free webinar!
Contact Center Pipeline published an article with ten tips for using real-time dashboards. ...The dashboards available for today’s contact center provide real-time data for the entire “team.” Taking the time to fully utilize your contact center dashboard can lead to “dramatic business benefits for companies who can provide real-time feedback to agents, supervisors, and managers.”
In a recent article at Contact Center Pipeline, Jay Minnucci discusses “an introductory approach to enhancing frontline leadership skills.” From Minnucci’s perspective, a “comprehensive training program is the ultimate goal” for contact center leadership, but an introductory approach is a reasonable place to start. With this strategy, you can offer content in three areas: basics, metrics, and technology. Regarding the metrics, it is important for your contact center supervisors to have a full grasp of the critical numbers that they focus on every day. Many can tell you the objectives and the consequences, but they should also understand the calculations that supply each metric. This level of detail can provide supervisors with a better picture of overall performance. Successful supervisors can provide “clear feedback during coaching session. They get the what and the why…they get the how much.”