New visibility into all factors impacting average handling time (AHT)
Agents rely on a complex set of technologies to enable the sophisticated interactions that take place in today's contact centers. Some agents use the systems well, some clumsily, and some don't utilize them at all. When you listen to calls and hear agents saying, "Sorry, my system is slow today" or "Why isn't it letting me do this – it worked before?" how do you determine whether the cause is really a technology issue or an agent training issue?
Eliminate the blind spot in contact center performance management
Despite a seeming glut of metrics, most contact center managers do not have comprehensive visibility into agent performance during each and every customer interaction. This is the last remaining "blind spot" that prevents organizations from achieving their contact center goals.
A comprehensive monitoring strategy: all agents, all customer interactions
Call recording/quality monitoring solutions provide a deep qualitative analysis of agent behavior and customer experience. However, they are inherently a sampling technique, so the insight you gain is incomplete.
In contrast, end-user experience monitoring generates holistic sets of metrics that measure both the experience the contact center applications are presenting to the agent, as well as how effectively the agents are using them. With end-user experience monitoring you can clearly see issues such as:
What results have been achieved with end-user experience and performance metrics?
Consider these real-life examples of how end-user experience metrics have helped organizations improve service and reduce costs:
- Over 4% faster call flow: A consumer travel services company stripped 15 seconds from a 360-second call flow by identifying and eliminating non-actionable warning messages that the CRM system was presenting to agents.
- Avg. talk time (ATT) reduced by 9 seconds: A consumer energy company identified a "user error" that 90% of its agents were making in a fundamental customer validation process. By re-engineering the user interface and eliminating the issue, they knocked an average of 9 seconds off the ATT.
- Improved productivity by 25%: A telecommunications company identified a workflow change that improved productivity by 25%. This translated to a staffing reduction of 75 FTEs that was realized through attrition over several months.
- Achieved nearly 100% system utilization: A consumer entertainment company found that agents were not using its multi-million dollar knowledge management system. They implemented a re-launch and re-training initiative that drove utilization to nearly 100%.
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