Many call centres make the mistake of assuming that their dashboards are designed purely for monitoring performance. In truth, call centre dashboards should help managers and team leaders to improve performance. Today, we’re looking at three ways to improve the design and functionality of your dashboard, to help you go beyond performance monitoring, and create a call centre dashboard that helps improve performance.
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Trying to improve call centre performance can be a complicated and challenging pursuit. ‘Improved performance’ comes in all shapes and sizes, and any changes you make in your call centre can affect your customers, your staff and your business in different ways. In order to get a holistic picture of call centre performance, and measure the real impact of your changes, it’s vital to monitor and track metrics from each of these three crucial categories.
There are dozens of software systems dedicated to distilling call centre performance information down to a few key metrics. These workforce management (WFM) dashboards are an essential part of managing your call centre – but they can sometimes create challenges for the managers and agents that use them. To help you (and your agents) get the most out of your software, we’re looking at four common challenges of using a WFM dashboard.
Targets play a crucial role in understanding and improving the performance of your call centre. However, with managers having to balance the interests of their business, their agents and their customers, choosing the right targets can be a real challenge. To help you choose the right targets for your call centre, we’re looking at some of the common problems that come with target-setting – and identifying four ways you can improve your call centre’s targets.
In all call centres, there are three primary stakeholders: the customers that call in for help, the staff that serve those customers, and the company itself. The overall performance of a call centre is an amalgamation of how day-to-day operation effects each of these stakeholders. It isn't enough to serve the interests of the business, at the expense of the customer; or to fixate on customer experience without regard for staff satisfaction. In order to get a clear understanding of how our call centre is performing, we need to determine how well the call centre is serving its three main stakeholders. To achieve that, we can monitor three distinct aspects of performance: customer experience, operational efficiency, and operational health.
The costs of owning and operating workforce management (WFM) software aren’t always clear. To help you get the most from your software, and minimise its costs, we’re looking at the Total Cost of Ownership for WFM software - and identifying the hidden costs that many businesses struggle to recognise.
What industry employs people to tell other people what’s just happened right in front of them? No, I was not thinking of a NASA space walk or military command talking soldiers though a night-time assault. I am referring to the contact centre industry where untold man hours are spent reporting back on what has just happened. A recent report by Interactive Intelligence Inc seems to share my concerns that the industry is spending too much time and effort reporting and not enough acting.
Ok, here’s a test for you motorists. Imagine you are driving along when suddenly this sign lights up on your dashboard. Can you tell me what it means?
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The contact centre business is losing its voice- literally. Over the next two years, digital interactions will replace voice calls as the main form of customer engagement, according to the latest research by Dimension Data. So what does this means for the contact centre world? Will the phones stop ringing with all staff redeployed as [...]