Performance Management

Best Practices on using contact center metrics, reports, dashboard and key performance metrics (KPI) to optimize customer service

Call Center Performance Hints, Tips & Best Practices

Contact Center Performance Webinar: View on Demand now Available

Posted: January 28 2015 by: Chuck Ciarlo

Monet Software recently presented a webinar entitled “How to Gain More Insight into the Performance of your Contact Center.” The event generated a strong turnout and has received positive feedback from many of those in attendance. 

If you missed it, good news – the webinar is now available on our website at http://www.monetsoftware.com/webinars/. You can check it out any time you like. 

Why should you? Because it’s one thing to read about how Monet's cloud-based WFO can help gain more insights and improve the performance of your contact center. It’s quite another to actually see this technology in action. And that is the opportunity this webinar provides. 

Several related topics will be covered as well, from the importance of visibility at the agent level to the benefits of real-time data and alerts of key metrics and activities. 

Don’t miss this second chance to discover what the advantages of cloud-based WFO can mean for your agents, your management team, and your contact center. 



Learn More

Is your Contact Center Ready for 2015?

Posted: January 13 2015 by: Chuck Ciarlo

The start of a new year is a natural time to evaluate the status of your contact center, and decide if any changes would be beneficial moving forward. If you are ready to put together a checklist of important topics, you may wish to start with these. 


1. People 

What is the current state of your agent team(s)? Do you have enough people for each shift? Do they have the skills necessary to fulfill their obligations? How effective are your coaching and training programs? Review the personnel situation and adjust staffing as needed. 


2. Processes

How does your contact center get things done? There are a number of processes in place that are employed to improve customer service and optimize forecasting, scheduling and adherence. Review these processes and look for areas where they may be improved. Take quality monitoring, for example: how are calls being scored, and who is doing the scoring? Is it time for a fresh perspective, or to begin tracking elements of each call that are not being reviewed now?  


3. Technology

Is your hardware and software out of date or obsolete? It might be if you’ve been using an on-premise solution for such vital functions as workforce management. WFM providers supply ongoing enhancements and updated versions on a regular basis, but they also charge users for every one of these upgrades. With the economy still recovering, companies may not have the resources to keep up with the improvements. Perhaps this is the time to consider a cloud delivery system, where upgrades are free and there is no large upfront cost. 


4. Regulations

Contact center managers must be up to date on any new federal and state laws that might impact their business, as well as any changes in company policy. This is the time to not only be aware of any such regulation issues, but to make sure your employees are aware of them as well. 


Learn More

Best of Performance Management 2014

Posted: December 10 2014 by: Chuck Ciarlo

The primary objective of performance management is to improve overall business efficiency in the contact center. Of course, this is easier said than done, but Monet has been proud to provide tips on improving your performance management efforts throughout 2014. Here are 5 of the most popular posts on this important
topic.

1. Finding the Optimum Metrics and Reports
Do you have the right performance reports and metrics in your contact center?

2. Performance Metrics and Agent Incentives
Incentives for call center agents are great – every employee likes to feel appreciated – but do you have the metrics to determine which agents are most deserving of special recognition?

3. It’s 11am – Do you Know What your Customer Service Agents are Doing?
Proactive performance management takes the guesswork out of knowing what your agents are doing, and how well they are doing it. Monet Metrics takes the guesswork out of performance management.

4. 12 Tips to Ramp Up Contact Center Performance
A good contact center manager is always looking for new and innovative ways to improve customer service and performance. Here are 12 tips that might be helpful. 

5. Planning Contact Center PTO (Paid Time Off) Made Easy
It’s the manager’s job to make every minute count in the contact center, and that’s a challenge when dealing with different schedules and constantly evolving exceptions. That makes PTO requests even more difficult, even if they are presented a week or more in advance.



Learn More

5 Tips to Boost Quality and Performance in your Contact Center

Posted: November 7 2014 by: Chuck Ciarlo

The objective of boosting contact center performance is an ongoing one. While you may have weekly or monthly meetings with agents and managers to explore what is working and what needs attention, these are issues that should be part of your focus every working day.

Here are 5 more tips to discuss at your next efficiency meeting.

1. Redefining Quality
You may have a definition for what constitutes a quality customer interaction, but is that description shared by your customers? There’s only one way to find out – ask them. You may be surprised by some of the responses, and you may wish to incorporate their answers into your agent training.

2. Reward Outstanding Performance
If your contact center provides quality evaluation scores for each agent, turn that practice into a contest. High scores would receive drawing tickets, and once a month or once every quarter, a winning ticket can be drawn, and the winner would receive a cash prize, a dinner for two, or some other reward.

3. Don’t Settle for Average
Your contact center probably has an average performance level, which is adequate to get the job done. But too many companies settle for this, and only become concerned when the numbers drop. Make ‘average’ your baseline, and strive for something better. Before long, your new ‘average’ will be much higher than the previous standard.

4. Have Agents Choose Reviewed Calls

For training sessions, ask that each agent select a recorded call that went well, and one that could have been handled better. This helps with agent self-evaluation.

5. Post Calls Online
What better way to show how well your contact center treats customers than to make some calls available to the contact center team? These examples will also serve new agents well as a reference tool. If you want to learn more about how to easily record and score calls follow this link for an online tour.



Learn More

12 Tips to Ramp Up Contact Center Performance

Posted: September 16 2014 by: Chuck Ciarlo

A good contact center manager is always looking for new and innovative ways to improve customer service and performance. Here are 12 tips that might be helpful. Some are a little outside the box, but sometimes that is where the best ideas can be found. 

1. An office makeover
Will a more colorful workspace and new office furniture make a difference in how agents perform? Studies have shown that most people are more comfortable and motivated in appealing surroundings. 

2. Call your competitors
Have your agents and supervisors pose as customers and call competing businesses. Find out how they handle typical situations. Doing so will provide a better sense of how your company is doing, as well as more insight into the customer experience. 

3. The magic wand

Ask everyone in the contact center, “If you had a magic wand, what is the one change you would make here?” You may be surprised at some of the answers. 

4. The challenge of the week
Every week, focus on one specific goal where improvement could be made. 

5. Email follow-up
If a customer had a difficult call with an agent, follow up via email with that customer, even if the situation was ultimately resolved over the phone. It’s a nice gesture that will be appreciated. 

6. Start the day with a team meeting
Team meetings are always helpful, but once the workday begins it is difficult to get everyone assembled. The best time for these events is just before the shift begins. 

7. Role swapping
Have a manager and an agent switch jobs for one day. Doing so may renew the appreciation each has for the work of their counterpart.

8. Celebrate the small successes

Agents do many things in the course of their shift that are beneficial to the company. Pick out 1-2 of these smaller successes and make sure they are recognized.  

9. Share customer feedback
When feedback is received via survey or email, whether positive or negative, make sure it is shared among all agents, managers and supervisors. This will provide important discussion topics at the next team meeting. 

10. Suggestion box
The suggestion box been around for decades, but it is still effective because it offers a means for agents to provide feedback in a way that is anonymous. 

11. Choose your own reward
Employee incentives are always a good idea, as long as the incentives are really something that would be appreciated. A vegetarian would not want to be rewarded with dinner for two at a steakhouse. Offer agents the chance to create their own rewards (within reason, of course!)

12. Team building competitions
Boys against the girls? East coast natives vs. west coast? There are several ways to divide the agents of one shift into teams, and have a friendly competition on general service or specific KPIs. Make sure the winning team is recognized (see previous tip). 


Learn More