THINK OF PERFORMANCE AS THE OUTCOME YOU ARE SEEKING FROM EACH CUSTOMER-AGENT INTERACTION .
AGENT PERFORMANCE
ILLUSTRATION PROVIDED BY ADOBE STOCK
ACHIEVING
PERFORMANCE AND PRODUCTIVITY GOLD
HOW TO BRING YOUR CENTER TO THE TOP OF THE CX PODIUM .
BY STACEY OLIVER-KNAPPE , SCC SERVICES GROUP
There is one question that has always driven my approach , both when I was in contact center leadership and now in my consulting practice . It is a provocative question , and I encourage you to ask yourself : If I were a customer calling my contact center , would I be satisfied with the experience ?
You do not need a customer satisfaction ( CSAT ) survey to answer this . Deep down , you know .
44 CONTACT CENTER PIPELINE
For me , the answer to that question consistently led me to find solutions to enhance the customer experience ( CX ) for my clients . It did not matter what type of contact center : whether it was an IT service desk , a hospitality reservation center , a medical benefits consulting practice , or a car rental agency . The obstacles that hinder performance and productivity are remarkably the same .
Of course , these are subjective terms , and they look different in each environment . Many contact centers do not periodically evaluate what their performance and productivity benchmarks should be . Instead , they tend to evolve organically over time , and often in a non-strategic way . But this can create frustration for both supervisors and agents .
THINK OF PERFORMANCE AS THE OUTCOME YOU ARE SEEKING FROM EACH CUSTOMER-AGENT INTERACTION .
Typically , performance and productivity are linked to the operation ’ s metrics . The goal is always to improve performance and increase productivity , demonstrating to leadership ( and sometimes shareholders ) that “ we are running an effective and efficient business .” Therefore , it is crucial to prioritize these areas .