The metrics that your call center generates are important for several reasons. They give you an insightful snapshot of the volumes and challenges your call center is facing in the moment, allowing you to understand real-time performance and to adjust strategies on the fly. Let's take a closer look at how you can use contact center metrics to motivate agents.
Tags: Contact Center Agents
Remote work is increasingly becoming the norm in many industries around the world, including contact centers and customer service departments. The benefits are clear and proven for both remote call center agents and the companies they work for. Learn how to keep call center agents engaged and delivering great customer service in our latest blog.
Cox Communications began providing key real-time metrics to agents and center managers about ten years ago to allow them to “react quickly…and to improve responsiveness,” according to Monterio Woodson, the director of Customer Management Systems. By utilizing Inova LightLink, real-time metrics are retrieved from the ACD system and then shared with employees using Inova OnAlert display systems.
Can it be possible to make big data fun for both supervisors and front line agents? Klie argues in the affirmative in his January 2014 article in Contact Center Pipeline, “Gamification Comes to the Contact Center.” As is likely obvious to our readers, a singular intense focus on contact center metrics can lead to employee burnout and a lack of motivation; disengaged employees in a contact center can then develop into a multitude of additional challenges including reduced customer satisfaction.