By Henry Baird, Consultant, Telecom Directions, LLC.
Sponsored by HigherGround
From the customer perspective, measuring and managing work performance is relevant only in terms of delivered value. This report shows how to address contact center performance in terms of customer satisfaction in order to enhance agent productivity and contribute to organizational profitability.
Cutting edge work skills optimization software now makes it easy for contact center managers to record and document events, benchmark performance standards and measure progress toward attaining specific skills and realizing particular goals. Work skills enhancement tools also address the two most important strategic reasons for measuring performance: improving productivity and increasing profitability.
In fact, productivity and profitability improvements are the principal differentiators of these work optimization tools. Productivity improves as a result of shorter average lengths of higher first call resolution rates, both indicators of work efficiency. Correspondingly, profitability (or its organizational equivalent) can increase as a result of decisions made on the basis of data provided by these tools that directly affect a contact center’s financial performance, including measured changes in customer purchase behavior and overall satisfaction.
However, since the consequences of a customer’s experience with a contact center affect both productivity and profitability, it is important to view work skills optimization tools from the perspective of the customer. By considering the effect of customer experiences, call centers can help determine how customers’ interactions with call center agents result in purchase decisions.