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 Metrics
Nothing adds to the chaos in a contact center more than emotional responses to a growing queue. In this webinar we will discuss a more planned, logical approach to the ebbs and flows of our real time environment, and ways help to generate more consistent performance.
The first step to implementing a real-time performance strategy is to create KPIs and metrics that can be used to identify and address performance issues based on your contact center’s business environment and goals. With the wide variety of industries now served by contact centers, there is no one-size-fits all set of metrics. Instead, call center leaders must understand which metrics will provide the best information and drive the appropriate call to action.
Build.com does not focus on typical contact center metrics, instead encouraging “agents to spend as much time as necessary to serve customer needs and build relationships.” With that in mind, they needed a solution that could communicate metrics to foster self-management, effective management, and customer service. ...The solution was installation of Inova Performance Tracker web-based dashboards, displayed on six large HD monitors to keeps all employees informed.
Justin Robbins recently published an article ICMI, “Fine Tuning Your Contact Center Through the Use of Innovative Metrics.” In the article, Robbins first sums up what many of us already know: “metrics are everywhere,” with “more data than we know what do with and the mounting desire to throw our hands up in defeat.”
When I recently came across a book titled I Love You More than My Dog, by Jeanne Bliss, I was intrigued. When I saw that the book was about customer service, I knew I had to read it. I haven’t finished reading yet, and haven’t had time to reflect on the big picture, but one passage has already made me stop and consider how companies today think about customer relationships.