A balance between performance and cost is a true challenge for contact centers to find. When that contact center is mission critical to the business, it must be able to achieve differentiation from competitors in the market, while also meeting increasing service demands set forth by customers. To complicate matters, the combination of the two must be integrated with a strategy to drive efficiency in operations.
Technology has always played an important role for these companies. The right technological solutions can help the organization to achieve goals and leverage contact centers as a strategic asset. The result is increased customer self-service, bettered resource management and improved agent performance. The problem, however, is that most contact centers still lack the ability to identify issues and assess problems fast enough to take action before negative consequences affect overall operations.
To ensure operational excellence is a priority, contact center operators need real-time information that will precisely identify and help to resolve mission-critical business issues before they happen. Even more importantly, agents on the frontline need to know how they are performing when compared with individual goals and the overall team. This information should be provided through technology solutions that provide a consolidated view of the complex, interdependent systems, resources, and processes involved in running their contact centers.
Contact centers and their employees are truly able to thrive when they figure out three key elements for success: existing systems are ineffective and inefficient at delivering real-time information in an way that is both intuitive and meaningful; hour-old statistics and historical reports provide limited insight in solving current problems; and disseminate critical information immediately and directly to those most capable of acting on it.
Current technologies often leave managers blind to the true performance levels and costs of the entire contact center enterprise, which can handicap overall success. A serious of disparate systems cannot provide accurate data as managers have no way to view, monitor and manage the enterprise as a unified whole. Multiple reports from unconnected silos of information provide insight into individual systems or processes but not the whole operation.
When robust solutions are implemented that consolidate information from disparate systems, correlate this multi-source information to identify real problems and pinpoint root cause, and communicate this information to the right managers and personnel, employees receive the information they need to be able to meet performance targets.
Interesting enough, your employees want to do a good job, but you have to give them to tools that will provide them insight into their own performance. When this happens, they are empowered to make the necessary changes before you ever have to.