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.
Contact Centers are no longer just “call” centers. The channels customer’s use and service level expectations have grown significantly over the past decade. Customers can communicate through email, chat, text or social media and they’re not exclusive to just one channel. They will utilize several communication channels to create the complete customer story. ay Minnucci, President and Founder of Service Agility notes in his recent white paper Three Coming Contact Center Trends and the Impact on Real-Time Management, when the channel splits are more even, contact center managers will need to have better defined skilling strategies for agents.
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 technical aspects of implementing a contact center wallboard solution for performance management depend on which business goals (i.e., performance, morale, revenue, customer experience) the new system will support. Knowing this can help you outline the features and functionality of your real-time performance management (RTPM) solution. Prior to selecting a wallboard system, speak with your different tiers of management to identify which metrics they need to monitor (Average Handle Time, Calls Waiting, Average Speed of Answer, CSAT).
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.
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.