Contact Center Solutions Featured Article

Performance Management is Key to Successful Contact Center Optimization

April 29, 2008

In the contact center, performance can make the difference between operating as a pure cost center and delivering measurable value to the organization. Enkata, a provider of performance management software, announced the results of a first annual performance management (PM) survey.

The results of this survey reveals a growing adoption of contact center PM systems and that these solutions are significantly increasing the time and effectiveness of agent coaching. Commissioned by Enkata, the survey was conducted by Precision Marketing Group.

According to the survey, organizations that leverage PM solutions are able to improve customer satisfaction, service delivery and agent retention. In addition, the majority of large contact centers require agents to perform more sales outreach as a part of their responsibilities.

Agent training continues to be a challenge. Industry best practices recommend coaching as the most effective method for improving agent performance. As such, 91 percent of respondents set coaching targets for contact center supervisors. Of those, 63 percent expect supervisors to spend more than 25 percent of their time coaching.

To meet these set goals, more contact centers are adopting emerging PM solutions to drive agent effectiveness through dashboards, reporting and fact-based coaching tools. The survey found that these adopting companies can expect supervisors to accomplish considerably more coaching time with agents.

The survey also found that organizations using full-featured PM systems to pinpoint coaching topics and automate coaching best practices are able to expect 65 percent more coaching time from their supervisors than organizations without a PM system.

In addition, more than 70 percent of respondents plan to focus on initiatives to better measure and impact customer satisfaction. Large corporations are also moving more sales-service operations and of companies managing more than 1,000 agents in their operations, 80 percent expect agents to sell as well as provide service.

"The survey results underscore the need for PM systems at the contact center level to drive efficiency, meet aggressive coaching targets and improve the overall quality of an organization's customer service," said Ronald Hildebrandt, senior vice president of marketing and co-founder of Enkata, in a Tuesday statement.

"With most organizations attempting to track data coming in from a myriad of systems and technologies, this survey also uncovers the crucial need to integrate data into a single, comprehensive format. Armed with this kind of actionable data, organizations can more effectively train their Discover how Unified Communications can help you gain the competitive edge, with more efficient internal operations, increased productivity and improved customer service. Learn more, download free white paper.
agents on critical new responsibilities such as expanding their work beyond service to also include sales outreach in the contact center."

In order for the contact center to adequately benefit the organization, while also serving the customer base, agents must be able to perform their tasks quickly and effectively. By measuring performance within the center, supervisors can better measure overall impact that the agent’s performance has on customer service and executives can measure the benefit provided by the contact center.

Susan J. Campbell is a contributing editor for TMC (News - Alert) and has also written for eastbiz.com. To see more of her articles, please visit Susan J. Campbell’s columnist page.
 
 
 Don’t forget to check out TMCnet’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers white papers, case studies and other documents which are free to registered users. Today’s featured white paper is, Best Practices in Agent Retention brought to you by Enkata.
 

Article comments powered by Disqus

Related Contact Center Solutions Articles

Lowe's Opens New Customer Support Center

Lowe's, a home improvement company serving approximately 15 million customers in the United States, in collaboration with the State of Indiana and the City of Indianapolis is ready to open a Customer Support Center in Indianapolis. This new Customer Support Center will create up to 1,000 new jobs by 2016. [ Read More ]
07/24/2014

Contact Centers in Africa-Engaging Citizens and Engine for Economic Development

The recognition of the value of modern contact centers is a global phenomenon in terms of enabling governments to better engage and serve their citizens and as a driver of economic growth. This has been exemplified over the years by the enormous impact of the contact center business in places like the Philippines and India, and is of growing importance in Eastern Europe and the Middle East. And, now it can and should be Africa's turn according to Christopher Bell, Interactive Intelligence's Chan… [ Read More ]
07/24/2014

Interactive Intelligence INTERACTIONS 2014 Draws 2,200-Plus Attendees from 42 Countries

It is always a sign of company health, and typically an indicator of overall market vitality as well, when an annual gathering of customers, partners and leading industry subject matter experts by a recognized industry continues to expand. A case in point is customer experience solutions provider Interactive Intelligence's recently concluded INTERACTIONS 2014. [ Read More ]
07/24/2014

Aviva Augments Operations with New Vodafone Contract

When a vendor has been supplying a company for 17 years, that's no small feat, particularly in these days of rapid change and economic turmoil. But the association between Vodafone and Aviva has been going on that long itself, and is set to continue as Aviva, the global insurance firm, brings back Vodafone to set up a new array of communications services to keep the company on the leading edge of contact capability. [ Read More ]
07/24/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!