Contact centers face a growing array of media to handle increasingly diverse and complex customer interactions. Customers present high expectations for stellar service, and real-time response with rapid resolution and spot-on answers. At the same time, centers must find ways to squeeze more out of the workforce without risking burnout and turnover. It’s a tall order, but one that can be addressed effectively with today’s tools and process optimization.
The tools and processes to optimize agent performance are multifaceted — addressing the desktop to handle the contact, and performance tools to measure and monitor. The desktop includes knowledge management (KM) and scripting, as well as agent assistance tools. A performance tools suite includes quality monitoring (QM), workforce management (WFM), customer feedback, and coaching tools. Another key ingredient is a strong feedback loop that uses those performance tools to drive actions that the individual and team can pursue for overall optimization. The following diagram presents the essential elements to performance optimization.
DatacenterDynamics is a brand of DCD Group, a global B2B media and publishing company that develops products to help senior professionals in the world's most ICT dependent organizations make risk-based infrastructure and capacity decisions.
Our portfolio of live events, online and print publishing, business intelligence and professional development brands are centred on the complexities of technology convergence. Operating in 42 different countries, we have developed a unique global knowledge and networking platform, which is trusted by over 30,000 ICT, engineering and technology professionals.
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