contact center managementManaging a contact center operation is a big task. Especially in today’s hyper-connected world where the pressure to perform is always on.

Possibly the biggest challenge contact center managers face these days is to do more with less. Annual budgets to invest in new technology are not growing for most, making it difficult to take giant leaps forward in performance or quality improvements..

When speaking to contact center managers, what strikes me most is that there are still some obvious areas that are being overlooked when it comes to finding more efficiency. Some of these areas may yield small improvements, but when you add them all up it’s likely significant enough to build a business case to implement new technology to help fix the problem.

If you’re looking to up your contact center performance, start by avoiding these 5 common mistakes:

1. Running your operation on averages
Understanding the statistical variance in your contact center metrics may reveal that some employees perform much better (or worse) than others. Understand what the root cause is and put an improvement plan in place for each employee.

2. Not managing schedule adherence
Many operations spend a lot of time and resources making sure that the forecast is accurate and the schedule is in place, but do not have a good handle on schedule adherence. You could easily be losing valuable capacity on employees not doing what they’re supposed to be doing. Managing schedule adherence can make the difference.

3. Giving everybody the same training
Most contact centers still apply a ‘one-size-fits-all’ approach to training. It means you train everybody the same way. A better approach is to understand what your employees know and do not know. Providing them with tailored training programs will save valuable time as you can keep some of them at their desks instead of in a training class, while also saving on your annual training budget.

4. Making loads of skill changes each day
To keep in sync with SLA objectives, many contact centers have to make hundreds or thousands of skill changes each day. These changes typically introduce periods of unproductive time for your agents. Add it all up and you lose a lot of capacity.

5. Running your locations independently
In some scenarios, companies with multiple contact centers still run their separate locations independently and cannot dynamically allocate an interaction to an available employee. The constraints of their infrastructure simply do not allow them to address the resource pool as one logical virtual contact center. Check out the benefits you can achieve by linking your contact center sites together to operate as one, maximizing the productivity all available agents and skills across sites.

All of these points may impact your ability to deliver on your service level agreement, the customer experience or introduce high overhead costs for your operations teams.

To learn how to further optimize your workforce please download our eBook, 7 Key Capabilities for a Powerful Workforce Management Solution.

Stefan Captijn

Stefan Captijn

Stefan is Senior Director of Product Marketing for the Genesys Employee Engagement Solution Category. Stefan joined Genesys in 2000, lives in the Amsterdam area with his wife and two children. In his free time, Stefan enjoys building loudspeakers, cycling and...