Industry Research : Business Impact of Intraday Management Programs within Contact Centers
Knowlagent, a provider of intraday management solutions designed for call center agents, has sponsored the Aberdeen Research Brief titled, "Automated Intraday Contact Center Workforce Management: Bridging the Disconnect Between Downtime and Effective Time." The report discusses the business impact of intraday management programs and provides a roadmap on how to successfully implement these initiatives as a part of existing contact center workforce management efforts.
The report indicates that even Best-in-Class contact centers experience significant agent idle time, the part of an agents’ day spent in a "ready" or "available" state. However, these contact centers can better manage idle time with more agile staffing practices and by automatically directing agents to work on secondary tasks such as training and coaching during this time.
More specifically, the Aberdeen report found that:?
• Forty-eight percent of companies with contact center workforce management initiatives cited unpredictable customer traffic as their top challenge.
• Contact centers that proactively manage agent idle time and provide agents with training content and other important information during idle time show a positive year-over-year performance impact across key performance indicators such as quality, customer satisfaction, average handle time and first call resolution.
• Automated intraday management users outperform nonusers with greater year-over-year improvement in customer satisfaction (12.7 percent versus 5.8 percent) and also for key measures such as AHT and FCR.
?"A key take away for contact center leaders is that agent idle time is inevitable but it can be used. Rather than let it go as a missed opportunity, see it as a chance to develop your agents’ skills and improve overall productivity," said Matt McConnell, president and CEO for Knowlagent. "This report shows that when used with workforce optimization strategies, contact centers can employ idle time as a resource for providing agents with relevant training content that helps them improve their knowledge, skills and overall performance."
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Published: Monday, August 27, 2012