Managers need a strong response to challenging call center scenarios.
In the call center, some metrics directly correlate to a better customer experience.
Supervisors and agents need a transparent vision of the contact center.
Here's a look at the biggest call center performance indicators of today and tomorrow.
Successful contact centers - and, therefore, successful contact center agents and supervisors - need to be able to react immediately as conditions change. To this end, both the right strategy and the right tools are essential
In light of the rise of self-service solutions and the Internet of Things, it's imperative for companies to ensure their contact centers feature more sophisticated, responsive tools and strategies.
There are five key real-time metrics that are broadly applicable throughout the contact center, and will remain important in the years to come even as the best practice use of these metrics evolve. These metrics, when used effectively, can have the biggest positive impact on contact center performance.
It depends, on what you choose to monitor and how you use that information. A great place to start is with a real-time performance management solution, which monitors the real-time conditions of your call center and presents custom views of KPIs on wallboards, desktop applications, and mobile dashboards.
Every company needs to make the customer experience a priority. An effective, productive contact center will improve customer satisfaction, increase brand loyalty and even generate new revenue. A suboptimal contact center, on the other hand, may lead to client frustration and disappointment, which will likely cause the company's customer satisfaction, retention and win rates to drop. Here are three tips for leveraging competition among contact center agents.
Motivation is critical for any workforce. Every business, no matter its size or sector, needs to ensure that its employees remain motivated at all times. This is particularly true for contact centers. As a recent ICMI study determined, apathy is the single biggest factor when it comes to poor customer support. With that in mind, it's clear to see that contact center managers should use every resource at their disposal to motivate an increasingly transient workforce.