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Performance Management

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

What are your Contact Center Resolutions for 2015?

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Even if New Year’s Resolutions aren’t always kept, they should be attempted. At the very least, they focus our attention on the areas of our lives that require the most improvement.

That same philosophy can be applied to your contact center as well. As 2015 approaches, where could your business get better? And what will be required to bring about a positive change?

If we were to survey a number of contact centers of all sizes and types, these are the resolutions we’d be most likely to hear.

1. Improve the accuracy of forecasts and schedules
Is it time for a change from spreadsheets to an automated workforce management (WFM) solution?

2. Improve adherence tracking
Tracking adherence at the end of a shift or a day is a missed opportunity to correct any issues more quickly. Such improved tracking is practically impossible with just a spreadsheet.

3. Improve quality monitoring
A call recording system is invaluable. But call recording software without integrated quality monitoring is not helping contact centers make the most of the technology.

4. Getting data in real-time
Spot-checking schedule adherence can be beneficial, but without the real-time tracking provided by WFM there is a much higher risk of over/under staffing, shrinkage and missed service levels.

5. Key metric alerts

Through real-time alerts of call center metrics such as average handle time, abandoned calls and first call resolution, agents and managers gain the data necessary to address the most important customer service issues.


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