METRICS
HOW TO ENHANCE METRICS FOR BETTER OPERATION
Once you know what to measure, how do you boost your numbers? Here are some best practices for giving your contact center a lift.
Optimize contact handling processes
A great way to significantly drive improvements is by focusing on your call-handling strategies. Some measures you can take include:
• Streamline call routing and escalation processes to minimize hold times and ensure calls are directed to the most appropriate agent or department. Skills-based routing, for instance, can automatically distribute cases to employees based on their proficiencies, ensuring inquiries are handled effectively.
• Implement scripting and call flow guidelines to standardize interactions and ensure consistency in service quality.
• Encourage active listening and empathy among agents to build rapport with customers and enhance their overall experience.
EMPLOY ANALYTICS TOOLS TO TRACK AND ANALYZE METRICS IN REAL TIME. A COMPREHENSIVE DASH- BOARD SERVES AS A SINGLE SOURCE OF THE TRUTH...
In today ' s competitive landscape, advanced contact center platforms are essential for optimizing operations and enhancing the CX. By leveraging cutting-edge technology, these platforms provide comprehensive solutions that streamline processes and empower agents.
Here are the key features a contact center should utilize to improve both customer experience and agent performance:
• Virtual agents. Implement voice- and text-based virtual agents to provide self-service options for customers. This not only allows customers to find answers independently but also frees human agents from mundane tasks, enabling them to focus on more complex issues.
• ACD systems. Utilize ACD systems to efficiently route customer inquiries to the appropriate agents, ensuring quick and effective responses.
• Analytics tools. Employ analytics tools to track and analyze metrics in real time. A comprehensive dashboard serves as a single source of truth, making it easy to identify trends and make data-driven decisions.
• AI capabilities. Leverage AI to empower agents with full contextual knowledge, including past customer interactions and suggested responses. These tools help reduce agent burnout, maximize productivity, and enhance customer satisfaction.
Gather and act on customer feedback
What better way to collect insights than from your customers themselves? The platform used by call and contact centers should include tools that obtain and review useful customer insights data and can help you:
• Implement post-call surveys or feedback mechanisms to feed data into your analytics dashboard automatically.
• Analyze customer feedback to identify recurring issues or areas for improvement and take proactive steps to address them, such as by coaching agents.
• Drive continuous improvement initiatives and prioritize those that will impact customer satisfaction most.
Give agents the tools they need to succeed
Measuring performance is easy with a comprehensive platform that automatically collects and analyzes data.
With the right tools, you should not only gain AI-powered capabilities, but also the means to activate insights at scale that allow you to generate reports, pinpoint patterns, and identify achievements.
Manu Parhar serves as Director of Product Marketing for AI-powered Webex Suite by Cisco, an award-winning all-in-one collaboration solution, Webex Calling, a modern enterprise-grade cloud business phone system, and customer experience( CX) portfolio which includes modern Webex Contact Center and CPaaS offerings.
22 CONTACT CENTER PIPELINE