By Eric Schaal
A superior customer experience doesn’t begin and end at the point of sale. Customers may need help to resolve an issue, make a new appointment or look into a new product you’re offering. Whoever handles that call, chat or email becomes the face of your company for that time period.
For many businesses, a contact center will handle this part of the customer experience. The question is: Does your company support a culture that helps agents do their best, and can you measure how close you are to getting there?
At a session titled “Leveraging Data and Organizational Culture to Deliver Exceptional Customer Experiences” at this year’s LeadsCon Connect to Convert, two industry experts will discuss how to manage a contact center team for success.
What Makes a Contact Center an Asset
Only a contact center team that balances quality with high output can be considered a success. To get there, managers need specific KPIs to start measuring the performance of a center’s agents.
Doug Johnson, vice president and general manager of contact center services at LQ Digital, will join Ian Fitzgerald, president of Day Pacer, to share the metrics they use when considering agent performance. Everything from call volume to feedback to first-call solution rate should be part of the process.
Once you know how to measure, you can begin driving improvements in agent performance. Obviously, a happier agent will perform better. Offering incentives may be worth trying in order to increase output and, ultimately, improve the experience of clients who interact with agents.
Organizational Culture Challenges
Running a contact center with happy agents is no small feat. In terms of performance, the longer agents remain with your company, the more effective they can be on the job. But retention requires a workplace that offers them a reason to stay.
Incentives may provide financial motivation to stay aboard, but organizational efficiency could matter just as much. For example, transparency between teams (and within each team) provides a better workplace for everyone. Ignoring this aspect of company culture will be counterproductive on several levels.
The job begins with leveraging the data you have at your disposal. With the right approach and company-wide commitment, it’s possible to get any contact center team to fulfill its mission: to deliver the best possible customer experience.
At Connect to Convert 2018, join Johnson and Fitzgerald for a session devoted to achieving this goal.