The document discusses trends in multi-channel contact centers that increase agent workload complexity. It emphasizes that improving agent performance is important for customer experience. Emerging technologies like proactive communications, social media integration, and mobile/video support require new agent skills. Enterprises are investing in workforce optimization and home agent support to address these changes. Optimizing wait time can reduce costs by shifting activities like training into idle agent periods.
HMCS Vancouver Pre-Deployment Brief - May 2024 (Web Version).pptx
Taking on the Multi-Channel Call Center
1. Taking on the Multi-Channel Call Center
Proven Strategies that Increase Productivity and Improve
the Customer Experience
1
2. Knowlagent at a Glance
Call center agent productivity solution
Headquartered in Atlanta, GA
Founded in 1995
300,000+ agents in 17 countries using Knowlagent SaaS
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15. Impact of Agent Performance on Service Metrics
Source: November 2010 Knowlagent
16. Time Invested for Improvements
Industry Average Composition of Secondary Loss
21% Training
17% Coaching
Secondary Loss 12% 16% Team Meetings
Primary Loss 17%
11% Projects
Wait time 11%
9% Paperwork
Call Handle time 9% Call Research / Follow-up
60%
17% - Email, Call Back,
Knowledgebase, Etc.
Category 1
Source: 2010 Contact Center Shrinkage Survey
17. Wait Time: Five Weeks of Really Bad, Boring Vacation
Wait time = Five weeks; 2 minutes at a time.
Secondary Loss
24 x 2 minute breaks/ day 12% (off-phone work)
Primary Loss
120 x 2 minute breaks/ week 17% (Absenteeism, vacations
, etc.)
480 x 2 minute breaks/ month Wait Time
11%
5,760 x 2 minute breaks/ year
Call Handle time
60%
Costs our industry $30 billion/year
Source: 2010 Contact Center Shrinkage Survey
Category 1
18. Wait Time: Five Weeks of Really Bad, Boring Vacation
Wait time = Five weeks; 2 minutes at a time.
Secondary Loss
12% (off-phone work)
Primary Loss
Active Wait 17% (Absenteeism, vacations
, etc.)
11% Wait Time
Call Handle time
60%
Source: 2010 Contact Center Shrinkage Survey
Category 1
19. Shifting Shrinkage into Active Wait
Measurable productivity gains are realized by shifting 4.5 hours of
training, coaching, and communications into Active Wait time each
month.
Labor Savings
$810,000
Shrinkage $8,640,000 Shrinkage $8,640,000
Active Wait Time
Wait Time $3,024,000 Wait Time $2,214,000
Handle Time $17,136,000 Handle Time $17,136,000
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20. Push Almost Any Activity From Shrinkage to Wait
Today
Training/Knowledge
Occupancy
Compliance training
FCR training
Call Volume
Performance
Coaching on quality
Communication
Weekly union Tomorrow
communications
Occupancy
Back-Office
Claim or application Call Volume
processing
21. Customer Satisfaction
Getting First Call Resolution Done
Major U.S. Telecommunications Company
Using Knowlagent to deliver more
training, coaching, and communications to over 45,000
agents
Increased Delivery
“Delivered more training time to a site in 5 days using
RightTime than was delivered over 1 month when
manually scheduling time”
Improved Take Rate
“71.7% take rate for RightTime
vs. 59.4% take rate for pre-scheduled breaks”
22. Key Takeaways
• Emerging trends in the multi-channel contact center increase
complexity of agents’ job.
• Improving agent performance is crucial for enhancing the customer
experience.
• Enterprise investment in workforce optimization and support for
home workers is on the horizon.
• Wait time is abundant and when optimized, lessens the impact of
incremental costs of improvement.
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Hinweis der Redaktion
Don’t feel that you have to offer all the communication channels available to your customer base. Pick the ones that you can support well from a biz perspective, and make sure that your channels are not implemented in technology silos. Also be aware that some comm channels, like chat, and forums tend to have much higer satisfaction ratings that others like, email.
Choose the comm channels as well that your customer base wants to use. If you have younger demographic, you may want to embrace the real time channels like chat, SMS or newer technologies like virtual agents or twitter more than if your customer base is older.
MATT: CUE for Poll QuestionPoll Question: Does your contact center have any plans to implement proactive communications to improve customer service efforts?YesNo
Original question asked of survey respondents: For any of the following that you measure, please select the impact of agent performance has on each on a scale of 1 to 4 where 1 is low impact and 4 high impactMATT: CUE for Poll QuestionQ:If you are tasked with improving a metric related to a customer experience, please select the statement that is true.Additional resources/budget have been allocated to make the improvementThe improvement must be made with existing resources/budgetI have not been tasked with this improvement
MATT:
MATT:
MATT: CUE for Poll QuestionQ: If you could turn unproductive time into productive time and gain an extra 2 hours per agent per month, what would you do with the time?Remove labor hours from the businessInvest hours in agent improvements (coaching, training, etc.)A combination of both
Matt: discuss finding time by moving shrinkage to wait time