With your metrics and quality assurance framework in place, the entire system can come together.
Efficiency metrics do not work in a vacuum. If excessively long hold times are sinking your customer satisfaction scores, that data point should affect average time-in-queue targets. Bring down the average time-in-queue figure, and your customer satisfaction scores might perk back up.
If agents need to boost productivity, they might need new tools, like updated infrastructure and better search and collaboration tools. Target contact center technology that supports customer engagement and breaks down silos that prevent or slow issue resolution.
Contact center success also goes well beyond numbers and analytics. Burnout and turnover are major barriers to productivity, and they feed into each other. Offload needless work from agents by generating the resources for customer self-service wherever possible.
Do not micromanage employees; look for ways to increase their decision-making authority, and track job performance metrics after the fact. Learning management systems, which automatically track and manage goals, can help train agents.
And even with a wealth of data to collect and analyze, it is important to remember the power of soft skills. Empathy, tone and active listening are hard to measure or quantify, but they are essential to a great customer experience.
Your customers are potentially your company's greatest advocates. Ensuring contact center operational efficiency and productivity is a key step toward improving their experience and ensuring your success.
Discover how Verizon's contact center solutions can unlock agility, efficiency and innovation.