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Performance Management

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

Call Center Makeover for a Better Customer Experience

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Does your call center need a makeover?

Sometimes, bad habits or lax business practices can slowly and gradually infiltrate even the best of call centers, and the customer experience can suffer as a result. 

When this happens, it’s time to consider a business-wide transformation that will get the contact center back on an efficient track. Such an effort should focus on three specific areas. 

1. Culture
Successful call centers are customer-centric call centers. Is that the mission that informs how agents perform their job, how forecasting and scheduling is achieved, and how priorities are listed when it comes to staffing, budgeting and other business essentials? Putting the customer first can only lead to better performance. 

2. Processes
When was the last time your call center processes were reviewed? Would a few updates or changes to agent scripts result in a faster and better customer experience? Taking a fresh look at how you’re doing business now, and bringing agents, managers, trainers and even customers into this process, may inspire new ideas that can make a positive difference.

3. Technology
Technology should be a primary source for delivering customer interaction insights. Workforce optimization solutions are big part of this. Do you have the right tools and are you utilizing those you have available to their full potential? These include workforce management, call recording, screen recording, quality assurance, desktop analytics and speech analytics. Is it time to upgrade current solutions or add new ones? The better a call center can utilize workforce optimization systems and other processes, the more optimized its service levels. Result? Once again, more satisfied customers.

Want to learn more? Take a moment and watch any of these demos to see if you need to improve your call center technology.

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