Is your Contact Center Ready for 2015? | Performance Management Blog

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Performance Management

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

Is your Contact Center Ready for 2015?

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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Is your hardware and software out of date or obsolete?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. 

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