Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
BECOME
A MEMBER
TODAY TO:
CLICK HERE
TELL A
FRIEND
[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

Contact Center Agent Performance: No Room for Sacrifices - Talkdesk - ContactCenterWorld.com Blog

Contact Center Agent Performance: No Room for Sacrifices

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:

Alison Jarris

Alison is a content marketing manager at Talkdesk. In addition to blogging and copy editing at Talkdesk, she practices investigative journalism at the San Francisco Writer's Grotto and is the Communications Director for the LONA Project.

 

Publish Date: February 2, 2018 5:00 AM


2021 Buyers Guide Automation

 
1.) 
Agara

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.

2.) 
Auraya

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...
(read more)

3.) 
Consilium Software

Consilium UniCloud™
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...
(read more)

4.) 
eGain Corporation

eGain Solve
Proven, Easy, and Guided Journey to Automate Customer Engagement in a Digital+AI World

5.) 
Emmersion

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.

6.) 
OpsTel Services

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.

Speed features:

*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...
(read more)
 



View more from Talkdesk

Recent Blog Posts:
Talkdesk Successfully Achieves SOC2 Type II CertificationMarch 7, 2018 5:00 AM
How to Reduce Abandonment Rate in Your Contact CenterMarch 5, 2018 5:00 AM
7 Key Challenges That Hinder Agent PerformanceMarch 2, 2018 5:00 AM
5 Reasons to Ditch Your On-Prem Call Center in 2018February 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 MetricsFebruary 14, 2018 5:00 AM
7 Types of Phone Calls Where You Should Screen ShareFebruary 13, 2018 5:00 AM
Don’t Put Contact Center Implementation on HoldFebruary 8, 2018 5:00 AM
Apply Today to Speak at Opentalk 2018February 6, 2018 5:00 AM
Contact Center Agent Performance: No Room for SacrificesFebruary 2, 2018 5:00 AM

About us - in 60 seconds!

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =