Showing posts with label performance management. Show all posts
Showing posts with label performance management. Show all posts

Monday, December 15, 2014

Contact Center Performance Webinar: You’re Invited!

You've probably heard how Monet's cloud-based WFO can help gain more insights and improve the performance of your contact center. But have you taken the time to see Monet’s Performance Management in action?

Now is your chance: you are cordially invited to a free webinar on Thursday December 18, at 11am PST (2pm EST) entitled “How to gain more insights into the performance of your contact center.

Topics will include how visibility at the agent level can make a critical difference at your contact center, how it helps managers learn what is happening at any moment in real time, and how it helps agents to improve their performance. 

We’ll also cover the benefits of real-time data and alerts of key metrics and activities. These provide the insight to act quickly and make certain that adequate performance and service levels are always maintained. Automated data aggregation from different systems lets you view all of the key data on the same dashboard to make faster and better decisions.

We look forward to seeing you at this event.

Register for the webinar now!

Monday, November 24, 2014

Metrics that Matter in your Contact Center

Do you know what metrics are most important for your contact center?

While every business is different, these are the KPIs that are likely on your list:

•    Average Handle Time
•    Calls per Hour
•    First Call Resolution
•    Abandoned Calls
•    Average Wait Time
•    Completion Rate
•    Forecasted Call Load vs. Actual
•    Scheduled Staff vs. Actual
•    Waiting Calls
•    Average Call Value

Knowing what to monitor is a good first step. But obtaining the necessary metrics and reports on these KPIs, while there is still time to improve them, is even more important.

Effective monitoring requires a workforce optimization solution that delivers operational data, preferably in real time. The more information you receive – KPIs, scorecards, alerts, dashboards, reports – the better equipped you will be to take effective action to better meet the customer service goals of the contact center.

No wonder so many contact centers have adopted WFM solutions from Monet. Our systems are designed to optimize the utilization of your resources, which makes all the difference in improving service levels, making forecasts and schedules more efficient, and lowering costs.

Friday, February 7, 2014

Performance Management for Contact Centers Made Easy

Yes, we are usually wary of any system or technology that promises an easy solution to a workplace challenge. But with contact center performance management, such solutions exist. And let’s face it – if this process is not something that can be handled easily and efficiently, it won’t be effective at all.

The place to start is with a unified/integrated workforce optimization system. Performance management encompasses a number of moving parts, and it’s necessary to have one system that connects all aspects of scheduling, skills, quality, metrics and compliance. Both qualitative and quantitative information should be incorporated in order to emerge with a comprehensive assessment of how your call center is working.

Once this data is accessible, the next step is to clearly define what metrics drive the performance of your call center. These will vary by the type of business, and perhaps by its size or the product or service involved. But managers know when they are delivering customer service up to expectations, and the metrics that measure their efforts.

Use these metrics to set and communicate goals – is the average handle time too long? Are customers waiting too long for an agent? Are product upsells below expectations? Once that to-do list is in place, make sure all personnel are on board and working toward the same standard.

Now, the excitement begins. Invest in a call center management system that makes tracking metrics easy through one dashboard, and allows for the ability to react to key metrics and make the kinds of changes (scheduling, call recording, shrinkage) that will impact performance immediately.

call center performance dashboard
Call Center Performance Management Dashboard

When you know what to look for, when you have the information you need, when you need it, and when you can act upon it quickly, that’s performance management made easy. If you would like to see performance management in action, please take a moment to watch this call center metrics video.

Friday, December 13, 2013

A Christmas Wish: Better Customer Experiences

If your wish for the holidays is to provide a better customer service experience for your call center customers, congratulations – you have captured the spirit of the season. After all, it’s better to give than to receive, and this way you are giving your customers something they will appreciate all year long.

Of course, as this article on TMCnet observes, some customers have high expectations and are still accustomed to not having them met. What do they want from you? Here are three ideas you can implement for 2014 that will deliver on your Christmas wish:

1. More Integration, Less Repetition
No one enjoys being asked for information they have already provided once. But that is a still standard practice at many call centers. A customer enters his account number or social security number to the IVR, then speaks to an agent who requests the same data.  Closer integration provides customer data to the agent so it does not have to be requested a second time. By eliminating this step, call centers also reduce average handle time, so it’s a benefit to them as well.

2. Call Backs
Would you rather wait on hold 15 minutes while listening to instrumental versions of Celine Dion’s greatest hits? Or would you prefer to have a call center save your number and call you back when you are next in line? Most customers would choose the latter.

3. Consistency
Consistency doesn’t just mean the same positive, stress-free experience each time a customer contacts a call center. It also refers to the same attention to detail and outstanding service whether that customer speaks to an agent, places an order through a website, or engages with the company via online chat. Make sure all communication channels are optimized for a customer experience that would earn rave reviews. Just as all communication channels and customer touch-points need to be optimized, you need ensure that the internal processes, such as forecasting, scheduling, adherence tracking, quality and performance management are aligned and optimized.


Thursday, February 14, 2013

Call center Performance Metrics Solution receives Customer magazine 2012 Product of the Year Award

Monet Metrics product of the year awardWe are very excited that Monet Metrics has been recognized as Product of the Year for exceptional innovation by TMC’s Customer magazine. CUSTOMER magazine, the industry’s source for news, product information, and strategies for communications that engage customers and potential customers, has named Monet Metrics as their 2012 Product of the Year Award winner. In a statement, the magazine said: "Monet Software was selected to receive Customer Magazine 2012 Product of the Year Award for its achievement in advancing customer experience management technologies." In summary, the solutions delivers the following benefits to call centers:
  • Better decisions through actionable intelligence and flexible real-time dashboards: Monet Metrics sets a new standard by transforming call center management from a reactive to a proactive approach. Pre-built reports and metrics make relevant data readily available to proactively manage call center performance.
  • Improved productivity and agent motivation through scorecard capabilities: Scorecards, key performance indicators (KPI), real-time dashboards and customizable reports deliver a constant stream of intelligence helping call centers take the right action at the right time to better meet their business goals.
  • Key performance indicators right at your fingertips, anywhere and anytime: Call center managers and supervisors can make more informed decisions, resulting in higher customer satisfaction, more cost control and better utilization of resources. It also frees up time for supervisors and managers to focus on working with agents, coaching, training and planning, instead of collecting and analyzing data.
The 15th Annual Product of the Year Award winners are published in the January/February 2013 issue of Customer magazine, www.customerzone360.com. For a demonstration of Monet Metrics, please follow this link to watch the call center performance management overview demo.

Wednesday, December 12, 2012

Call center performance management metrics in real-time

Performance management is a critical part of managing call centers and is essential to help you align your people, processes and systems to your goals and objectives, such as customer satisfaction, cost control and revenue goals. However, many call centers lack the means to measure and track their key performance indicators (KPI) necessary to improve forecasting, staffing, scheduling and adherence in real-time. Only if you get alerts and can monitor performance in real-time, you can transform call center performance management from a reactive to a proactive approach. Tools such as scorecards, key performance indicators, real-time alerts, agent analytics, dashboards, and customizable reports deliver a constant stream of intelligence helping you take the right action to better meet your business goals now and in the future.
Call center metrics and performance management with real-time dashboards
With real-time performance management, you can get easy access to a unified view of key performance metrics at any time that allow you to quickly adjust parameters such as forecast, schedules and staffing, or automatically trigger other events. Metrics such as:
•    Adherence
•    Service levels
•    Answer and abandon metrics
•    Average handle time (AHT)
•    Average speed of answer (ASA)
•    Average talk time (ATT)
•    Forecast accuracy
•    Labor costs and staffing
•    Shrinkage and absenteeism

Systems automatically collect and present real-time and historical performance data at agent, group and center level. Key performance indicators, scheduling information and service level indicators can be distributed to call center employees through web-based consolidated reporting, giving them the information to do a better job. This will also rree up time for supervisors and managers to focus on working with agents, coaching, training and planning, instead of collecting data – all resulting in better service to your customers.

If you are interested in learning more about this, please watch our call center performance metrics demo video on our website.

Tuesday, November 27, 2012

Call center metrics have to be actionable - what does that mean?

There is often the question about the type of call center metrics you should track. But equally important is how "actionable" these metrics are. So, what does "actionable" mean?
  • Do I have access to metrics at the time when I can still have an impact (e.g. adherence, performance)?
  • Can I actually make a change at that moment and have an impact (e.g. re-calculate forecast, adjust schedule, monitor calls)?
So, how can you make metrics actionable? The use of scorecards, key performance indicators (KPI), real-time dashboards and customizable alerts deliver a constant stream of intelligence helping call centers take the right action at the right time to better meet their business goals. This will transform call center management from a reactive to a proactive approach and helps make more informed decisions faster, resulting in higher customer satisfaction, more cost control and better utilization of resources. Some additional benefits are:
  • Provides management with a unified view to monitor and analyze key performance metrics, such as agent adherence, service levels, labor costs and staffing resulting in more informed decisions.
  • Motivates agents to self-manage their performance and take action with coaches and supervisors based on real data and KPI’s (key performance indicators) to meet business objectives.
  • Frees up time for supervisors and managers to focus on working with agents, coaching, training and planning, instead of collecting and analyzing data. 
For more information about this topic, please watch the call center performance metrics video on our website.

Tuesday, October 16, 2012

Call center performance management metrics and tips

Often, it is not the sheer number of different call center performance metrics that drive success, rather how well they are presented (graphics versus numbers), how accessible they are (now in real-time versus later) and how they relate to each other (having a big picture versus a "siloed" view). With rising customer expectations and cost pressure, call center performance management becomes ever more challenging. Here are three things to consider when thinking about improved and more effective call center performance management: 

Dashboards: Make data easy and simple to understand
There is that saying "a picture is worth more than a thousand words" - the same is often true for numbers. Having access to detailed reports with lots of numbers is necessary, however, often a simple dashboard with key metrics provides the right amount of information to see if you need to take action throughout the day.

Real-time: Make data actionable and pro-active
For some data and metrics it is fine to review them at a later point and draw conclusion, however, there are a few key metrics that you should get in real-time. This allows you to make changes right then, when you see an issue coming up, such as out-of-adherence, changing call volumes and call pattern (compared to your forecast).

Integration: Connect the "dots"
The challenge in a center is often to optimize one variable (metric) without compromising another. For example, a reduction in call time could impact call quality or customer satisfaction. If you have access to "connected" data you can better understand how one change might affect the overall performance of your call center. Also, it helps different teams and departments (that often act as "silos") better work together by sharing "cross-functional" call center metrics. Unified workforce optimization solutions that integrate workforce management, call recording, quality and performance management can help accomplish this.

If you would like to learn more, please watch the various call center workforce optimization videos on our website.

Friday, July 13, 2012

Call center workforce optimization - what is it and why is it important?

Many call center managers are still challenged with having the right number of agents with the right skills, ensuring that calls are handled in compliance with regulations and policies, while also delivering great customer service based on quality standards.Call Center Workforce Optimization (WFO) solution suites for call centers help automate workforce management, call recording, quality assurance and agent analytics in one integrated package. Call centers can quickly and easily optimize all aspects of their workforce with one solution, resulting in better utilization of resources, better cost management and improved service levels. Typically, WFO consists of the following modules:
  • Workforce Management
  • Call Recording
  • Quality Management
  • Performance Management and Agent Analytics
With a unified WFO solution, call centers can connect all aspects of scheduling, skills, quality, metrics and compliance to better meet customer needs and deliver more effective customer service. Managers and supervisors can easily identify patterns and analyze metrics at various levels for training and quality assurance purposes and establish quality standards and best practices. In addition, they can combine quantitative and qualitative information for a complete assessment of contact center performance. For example, if they notice a potential issue, they can easily drill down across functions to get to the root cause and develop tailored training and coaching programs to address it. Only an integrated WFO suite allows you to “connect the dots” and get the whole picture to quickly improve call center performance.

If you are interested in learning more, please watch the workforce optimization videos on our website.

Tuesday, May 15, 2012

Workforce management: How to move from "reactive" to "proactive" call center performance management?

Performance Management Dashboard
Performance management is a critical part of managing call centers and is essential to help you align your people, processes and systems to your goals and objectives, such as customer satisfaction, cost control and revenue goals. Many call centers lack the means to measure and track their key performance indicators (KPI) necessary to improve forecasting, staffing, scheduling and adherence. There is a trend of transforming call center performance management from a reactive to a more proactive approach. Scorecards, key performance indicators, real-time alerts, agent analytics, dashboards, and customizable reports deliver a constant stream of actionable intelligence helping managers and supervisors make more informed decisions faster, resulting in higher customer satisfaction, more cost control and better utilization of resources. Here are just a few benefits:
  • Better decisions through actionable intelligence and flexible real-time dashboards: Gives management a unified view to monitor and analyze key performance metrics, such as agent adherence, service levels, labor costs and staffing resulting in more informed decisions.
  • Improved productivity and agent motivation through scorecard capabilities: Motivates agents to self-manage their performance and take action with coaches and supervisors based on real data and KPI’s (key performance indicators) to meet business objectives, creating a culture of accountability and self-motivation.
  • Easy and fast access to key performance indicators: Frees up time for supervisors and managers to focus on working with agents, coaching, training and planning, instead of collecting and analyzing data.
To learn more about agent analytics and performance management please take a look at our website or download our Monet Metrics brochure as part of the WFM Success Kit.