Accessibility is at the heart of effective contact center management. Without objectives and metrics that enable accessibility, the answers to several questions would be left to chance: How long will customers have to wait? How busy are your agents going to be? What resources (staff and technology) do you need?
I used to find that many contact center managers viewed contacts handled as virtually synonymous with productivity. How many calls, or emails, or social posts did you handle? Simple, right? Well, not so fast. True productivity is advancing the mission of the organization.
Omnichannel contact centers aim to serve customers across different communication channels. By adopting this strategy, a contact center can streamline its communication channels and serve more customers in less time. However, an omnichannel approach can pose challenges for the contact center. Gartner Marketing Research reports that half of the companies that tried implementing this approach have failed. In this article, we will discuss the potential barriers to success and ways to overcome them.
While there are many organizational methods of improving your customer satisfaction (CSAT) score, such as continuous agent training and prioritizing customer satisfaction, modern analytics technology can significantly reduce the time (and cost) required to ensure satisfied callers. There are 2 key data-driven functions to achieve and sustain a high CSAT score in your contact center – historical data and real-time perspectives.
As a contact center data analyst, you might face the ongoing challenge of navigating through large volumes of information. While your contact center data provides significant insights into the customer experience, your team needs to interpret the hidden details behind the technical values. Not making sense of your data equates to missing out on valuable opportunities to improve your service standards and company reputation.
Contact centers get a bad rap. Most customers would rather spend their time on a variety of other tasks than contact their insurance customer service center. In fact, nearly a quarter of Americans surveyed would rather shave their head than speak to a customer service rep, while 22% would prefer to spend a night in jail. However, insurance company call centers or contact centers can drastically reduce wait times and change their customers’ perceptions by providing excellent and speedy customer service with the help of measuring the right KPIs.
Your contact center is more than just a place customers reach out to when they have a problem. It’s also a hotbed of opportunities to connect with customers, champion your brand, and create selling opportunities via relationship building. Your customer service agents are the frontline of your business and, as far as customers are concerned, the face of your company. Let’s look at just how important your contact center customer experience (CX) is and how you can maximize the talent and technology within it for business growth.
The universal truth of running a call center is that the list of KPIs you could measure is endless. The challenge becomes planning the right KPIs for each stakeholder group – executives, managers, team leaders and customer service agents – within your organization. Here, we review and analyze three popular call center KPIs that affect all key stakeholder groups, as well as your customers.
What are the best call center metrics to track? Which ones should you set goals for and base reporting on? Some key metrics provide valuable insights into your call center’s organizational workflows. Others offer little value for your center and can complicate matters when measuring agent performance or tracking customer satisfaction. Performance analysis is supposed to help day-to-day operations, not hinder them.
With the world heading further toward instant gratification, customers are no longer willing to wait on hold or be transferred to multiple customer service representatives. And with the rise of digital channels being used to interact with customers, such as chatbots and social media, businesses are expected to increase customer engagement and streamline these support processes. Call centers must leverage these alternative digital channels to ensure customer service agents maintain a high level of support. Luckily, deflecting to digital channels is one of the best ways to satisfy customers when handling extremely high call volume.