Proper forecasting and accurate scheduling are critical to the success of your contact center. But accurate scheduling, by design, doesn’t leave much room for error and puts most contact centers dangerously close to the edge in terms of being over-staffed or under-staffed. Given the random nature of the arrival of contacts, being ‘right-staffed’ can be a fleeting concept. More often than not, you will have too many or too little agents available to address current demand. Add in the normal daily chaos and it’s easy to see why even the most accurate schedules can become misaligned pretty quickly.
Monitoring agent and overall contact center performance are equally important to success. Daily performance reports provide good historical analysis, and allow you to adjust your going-forward planning, but they do little in terms of addressing issues when they are most important – when a customer is engaged and the customer satisfaction meter is ticking. In an environment where CSAT score goals are set high and speed of service is measure in seconds, it’s easy to see how success in achieving your objectives can be quickly jeopardized.
Addressing issues in workforce and performance are moment-to-moment requirements that can’t wait until the next day. They require real-time information, analysis and action. To ensure that consistent, satisfying experiences are delivered, processes must be in place to:
- Allow agents, supervisors and managers to learn immediately when there is a problem
- Understand what corrective actions must be taken & when
Having a lack of visibility into the right set of real-time metrics, however, limits those capabilities. A new white paper from DMG consulting, Improve Contact Center Performance with Real-Time Metrics, details how monitoring the right metrics in real-time can help you improve your customer service scores and improve the overall performance of your contact center. The paper includes a look at the top requested real-time metrics by supervisors and managers that, when monitored, result in specific benefits, including:
- Reduced wait times and abandonment rates
- More informed and efficient agents
- Improved customer satisfaction
- Improved adherence and occupancy rates
- Reduced operating expenses
- Avoidance of negative public relations
If you’re looking to improve the performance of your contact center or considering adding real-time metrics to your reporting processes, give the paper a read.
Jim joined Inova Solutions as the Marketing and Channel Development Director in 2012 and has enjoyed working in the Telecommunications industry for over 11 years. Outside of the office he enjoys being active with his two small children. You can contact Jim at firstname.lastname@example.org.