Are you getting the most out of your contact center agents? I am sure this question comes up quite frequently if you are a contact center manager or work in the planning or quality department of a customer service organization. There are a number of factors that all contribute to contact center agents’ performance and there are always small things you can improve.
Let’s take a look at eight specific factors that you can measure, analyze and improve when you are seeking to maximize agent potential:
Knowledge: How effective is your training program and do your employees have the right knowledge to effectively do their job.
Quality: Can this knowledge be effectively applied in the conversation with the customer.
Soft skills: Is the conversation your employees have with your customers ‘natural and authentic’? Do they possess the soft skills to take control of the conversation or get to the root cause of the customers’ problem quickly?
Compliance: Do your employees stick to the rules, set by the government, industry or by internal quality standards?
Efficiency: How efficient are your employees at executing the tasks they need to do, are they performing on the right level?
Sales conversion: Can the knowledge and skills of your employees drive sales conversion?
Customer satisfaction: Are customers satisfied with the service and quality that is delivered by the employee?
Employee Happiness: Are your employees happy at work? Employee satisfaction is driven by ‘internal quality’. Do they receive the work they can handle? Is training effective? Do they like their workplace? Are there enough opportunities for growth?
When you can analyze each area specifically then you are set to improve each one individually, but you can really make big steps if you can correlate these metrics and understand how they affect the desired outcome. Understanding this correlation will help you increase agent efficiency, sales performance, first contact resolution and potentially all the metrics that are key to your customer service success.
To learn how Genesys can help you realize employee potential download, Best Practices for Improving Back Office Workforce Efficiency.
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