Workforce Management Featured Article
What Do Your Key Performance Indicators Say About Your Call Center?
Excellent customer service, employee satisfaction, enthusiasm and office organization are all desirable characteristics of a company. To achieve the aforementioned, there must be an arsenal of call center management tools. The characteristics are also known as key performance indicators (KPIs), which are a necessary part of any business aiming for success. What do your KPIs say about your call center?
KPIs provide valuable insight, but sometimes they can also create a host of new issues, keeping call center managers guessing about how really efficient the call center floor is being run. Call center management experts at Monet discussed this in a recent blog post, noting that while some questions get answers, key variables may open up more complicated problems over the ones initially solved.
For example, if KPIs can provide insight on how well agents are meeting their average talk time, what happens when an agent exceeds this time? Will this result in a bad customer experience?
This is where a workforce optimization solution can be put to good use. It can take KPIs to the next level and thus fill in the gaps that might not have been discovered.
Workforce management optimization (WFO) gives organizations the tools to better strategize priorities and objectives with their agents. A good workforce optimization solution can provide insight into your customers’ wants and needs - insight that could help you make better, more strategic decisions about your products and services, staffing, and competitors to better serve the customer base. Using WFO allows managers to effectively deliver a pleasing customer experience—not only in the contact center, but across all the areas of the enterprise that “touch” customers in some way.
What workforce optimization solutions do is help to fill in the KPI gaps, providing the best customer experience while effectively managing agents and other employees.
As a strong call center management tool, workforce optimization blends all of the functions of the call center, including call recording, workforce management, performance management and e-learning functionality, together. It is designed to help call center managers forecast and schedule agents and measure and analyze their performance.
By filling in the KPI holes, a clearer picture of what’s happening and why is available so managers can better understand the efficiencies of their call center and how to stay on the up and up.
Edited by Stefania Viscusi