Are your Contact Center metrics aligned with your Customer Engagement strategy? - Teresa Jose - ContactCenterWorld.com Blog
Contact centers are real-time by definition. For the past decades contact centers mission was to serve customers in real-time with the least cost possible. Real-time operational metrics have been already very well defined and have served their purpose.
This is not a new topic. Almost one decade ago, Donna Fluss authored a remarkable book called “The Real-Time Contact Center: Strategies, Tactics, and Technologies for Building a Profitable Service and Sales Operation”.
Unfortunately, many companies still rely on traditional reporting, designed to document what happened, quite after it has happened and at an operational level that is of little relevance to business strategies.
The lack of real time information in the contact center is fast becoming not acceptable as management adopts a more aggressive and proactive approach on how to explore the myriad of data available at the contact center.
Contact centers need to serve their organization in order to maximize the value of each customer and leverage each and every interaction to find new revenue opportunities.
Contact center goals must be aligned with business goals. Campaign, team and individual goals must be tracked and derived from these business goals. In this context, the importance of real time business performance analytics in achieving contact center goals is unquestionable.
There is a huge potential in the contact center to add value to the business that can be unleashed by real-time business performance.
Can’t wait? Get a freeWhite Paper containing a set of guidelines that seek to help contact centers adopt business performance real-time analytics and realize the value it can add to the business.
Don’t miss my next post. I will talk about the Eight Best Practices to Drive Great Customer Engagement Using Real Time Analytics.
Publish Date: April 7, 2014 7:09 PM