Editor’s Note: This piece was originally written by Brian Cantor, Digital Director and Principal Analyst at CCW, for CCW and Talkdesk’s Special Report: Agent Performance.
When thinking about performance, customer management thought leaders have historically focused on the supposed trade-off between efficiency and customer centricity. A business, in their eyes, could either emphasize fast, transactional interactions or elaborate, emotionally driven conversations. It, essentially, had to choose between quick service and meaningful connections. Customers are unwilling to make that sacrifice.
They absolutely do expect speedy, frictionless interactions that produce resolutions on the first contact. CCW Digital’s recent consumer preferences survey confirms “first contact resolution,” “fast resolutions” and “low wait times” as three of the top five customer demands. Customers are not, however, merely looking for curt, impersonal service that “gets the job done.” They are also looking for engaging, personalized, high-quality interactions. They are looking for connections. Friendly, engaging conversations and highly knowledgeable agents also rank as top customer demands.
“Most commonly, agent performance is measured by a combination of traditional ‘efficiency’ metrics plus quality metrics like CSAT and NPS,” says Gadi Shamia. “One certainty is that agents are generally expected to offer more personalized, empathetic customer engagements than in the past.”
Customers want to move through the interaction process quickly, but they resent the sense of being “rushed off the phone.” They want to feel heard, understood and appreciated throughout the entire customer service journey. They want the business to design experiences that maximize value for customers.
Businesses must listen to their customers and design experiences that drive efficiency and customer centricity. Their approach to agent performance, moreover, must focus on maximizing customer value. Contrary to contact center convention, businesses should not be choosing between efficiency metrics like average handle time and “customer metrics” like Net Promoter Score. In many cases, the two are actually correlated.
Speedy interactions – as long as they do not come at the expense of quality – often increase customer satisfaction, loyalty and advocacy. In doing so, they ultimately lead to more revenue.
To determine the appropriate performance management framework, organizations must consider the specific demands of their customers, the promise the brand is making to these customers, and the nature of the interactions that will be taking place. After evaluating these factors, the business can then determine the extent to which it should emphasize metrics related to speed, quality, accuracy, channel preference and resolution rate. Most, ultimately, will play some role in the performance scorecard. Most, after all, play some role in driving the universal performance priority: forming lucrative, meaningful relationships with customers.
Read the full article in Talkdesk and CCW’s Special Report on Agent Performance by clicking the button below:
Publish Date: February 2, 2018 5:00 AM
Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.
Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
EVA Voice Biometrics
Powered by Auraya's patented ArmorVox engine, EVA is a voice biometric extension that provides secure and seamless identification & verification capabilities for Amazon Connect. EVA provides delightful customer experience by removing the friction of providing PINs, passwords or secret information in order to prove caller identity. EVA comes standard with active and passive modes and a simple yet powerful agent interface. This allows for personalised self-service and a more friendly and efficient experience when interacting with an agent.
Outdated security methods such as PINs, passwords and security questions have become insecure and unreliable. Forgetting passwords and security answers o...
UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models.
With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C...
Proven, Easy, and Guided Journey to Automate Customer Engagement in a Digital+AI World
Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.
SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.
Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.
Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.
*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
|Talkdesk Successfully Achieves SOC2 Type II Certification||March 7, 2018 5:00 AM|
|How to Reduce Abandonment Rate in Your Contact Center||March 5, 2018 5:00 AM|
|7 Key Challenges That Hinder Agent Performance||March 2, 2018 5:00 AM|
|5 Reasons to Ditch Your On-Prem Call Center in 2018||February 26, 2018 5:00 AM|
|Call for Stories: 101 Customer Stories Contest is Open!||February 21, 2018 5:00 AM|
|A Cheat Sheet for Innovative Contact Center Metrics||February 14, 2018 5:00 AM|
|7 Types of Phone Calls Where You Should Screen Share||February 13, 2018 5:00 AM|
|Don’t Put Contact Center Implementation on Hold||February 8, 2018 5:00 AM|
|Apply Today to Speak at Opentalk 2018||February 6, 2018 5:00 AM|
|Contact Center Agent Performance: No Room for Sacrifices||February 2, 2018 5:00 AM|