![]() While you have your agents top-of-mind, get actionable tactics to coach and develop your team 3. That way if you hit a busy period, your agent-specific dashboard lets you see where to re-route calls to available agents and where you need to step in, at a glance. You can also share these detailed dashboards across management teams and with team leads to help with escalations and WFM during high-volume times. Building out an agent-specific dashboard lets managers set thresholds and triggers to keep an eye on certain metrics, alerting you when agents are in the red in terms of KPIs. Pick and choose metrics that make sense for your team and view them together in a single dashboard. 7 agent-focused KPIs to measure in your contact center Include clips of your agents’ status inside their queues alongside your contact center’s daily abandonment rate, AHT, CSAT, interaction volume, and total calls in queue. Use dashboards to help team leads and managers drive coaching efforts and get a glimpse of performance across the whole contact center, too.įor this use case, create specific dashboards (using a tool like Sharpen’s Agent Vue) to drill down into individual agent performance and real-time availability. But, not all dashboards need to be on display on your contact center floor to positively impact your service levels. Wallboards and visual displays about key contact center goals (like CSAT) improve performance and drive deeper connection to job roles. Including data on these individual metrics in your CSAT dashboard gives you a full view of customer satisfaction beyond what’s volunteered in CSAT surveys. What’s more? Some 60% of customers feel that waiting on hold for even one minute is just too long. One study from Service Quality Management Group found that for every 1% improvement in FCR, there’s a 1% improvement in CSAT. Like, First Call Resolution and Average Handle Time. Include a quick view of other metrics that greatly impact customer satisfaction. 7 examples of customer surveys that get responses Pull in customer comments and sentiment, too. Then, your team can track how they’re doing in real-time and historically. Use trend lines to show how your CSAT changes with time. In fact, researchers found that companies who clearly communicate and remind employees of their purpose have stock prices 12 times higher than their competitors.Ĭreate a CSAT dashboard with charts and graphs showcasing your average CSAT scores for the week, month, and quarter. It’ll improve agent morale and engagement and skyrocket your business outcomes. Use a CSAT wallboard to keep this mentality top of mind and remind agents of their purpose with every interaction. In a contact center, you’re in the business of serving customers. Use these example dashboards as a starting point to customize and build your own. And, we’re covering how you can use agent-specific Performance Tiles to display only key metrics to your team, so they focus on improving the metrics that matter most to your business. ![]() To help, we’re sharing three example dashboards you can use with agents and team leads to fuel better service levels. ![]() If you’re not making metrics and real-time data clear and digestible for your team, you’re putting your customer service experience at risk. While some companies might think of call center wallboards as a distraction, there’s proof that displaying your metrics improves performance. The study showed teams who worked towards a clear, shared set of service KPIs were more engaged and productive at work.Īgents flourish and deliver top-notch experiences for customers when they have visibility into their metrics, reports, and daily progress. On the flip side, a study out of The Strategic Journal of Business & Change Management linked KPIs to better work. A lack of visibility into daily progress and metrics drains agent performanceĪccording to research from Jeff Toister, agents without call center wallboards in their work environments are more likely to be at severe risk for burnout. Or, maybe, Heather knows the metrics she needs to meet, but she has no way of seeing how she’s progressing towards those goals daily. Maybe Heather hasn’t been clued into your contact center’s performance and her larger social impact on the customer experience. More often than not, your agent’s apathy stems from a larger problem brewing in your contact center. Use the data that lives in your contact center to inform your CX strategy ![]() And now, you’re losing hope that her performance will ever reach its full potential. You put her on a PIP, but she doesn’t seem to care. You dive in on what she’s missing (and what she’s done well!), but week by week the conversation goes nowhere. You’re sitting in your 1:1 with Heather reviewing the same missed metrics you talked about last week. ![]()
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