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18 Tips to Maximize Small Contact Center Productivity

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The challenges of small contact center management are unique, which is why we devoted an entire #ICMIchat to discussing those challenges. This presentation shares 18 of the top tips our participants shared. Whether your contact center is small or large--or you don't work in a contact center at all--you're sure to find a least a few pieces of advice you can use to maximize the productivity of your team.

Veröffentlicht in: Leadership & Management
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18 Tips to Maximize Small Contact Center Productivity

  1. 1. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 18 Tips to Maximize Small Contact Center Productivity
  2. 2. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Insight from our March 29, 2016 #ICMIchat
  3. 3. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Q1: What’s the best way to measure productivity in the contact center?
  4. 4. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Defining & Measuring Productivity Tip #1: Remember no one metric tells the full story.
  5. 5. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Defining & Measuring Productivity Tip #2: If you don’t use it, don’t measure it.
  6. 6. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Defining & Measuring Productivity Tip #3: Focus on the team.
  7. 7. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Q2: Is it more or less difficult to achieve productivity goals in a small contact center? Why?
  8. 8. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Is Productivity Tougher to Achieve in a Small Contact Center? Tip #4: Set realistic goals.
  9. 9. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Is Productivity Tougher to Achieve in a Small Contact Center? Tip #5: Use size to your advantage.
  10. 10. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Is Productivity Tougher to Achieve in a Small Contact Center? Tip #6: Choose to focus on the positive.
  11. 11. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Q3:How can small contact centers incorporate regular training without negatively impacting productivity?
  12. 12. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 How to Make Training a Priority, Not a Productivity Killer Tip #7: Consider On Demand options.
  13. 13. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 How to Make Training a Priority, Not a Productivity Killer Tip #8: Be intentional about incorporating training in the day-to-day.
  14. 14. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 How to Make Training a Priority, Not a Productivity Killer Tip #9: Utilize real-time customer interactions.
  15. 15. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Q4:What’s one tool/technique/policy you’ve used to help your employees stay focused?
  16. 16. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 How to Help Employees Stay Focused Tip #10: Don’t force multitasking.
  17. 17. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 How to Help Employees Stay Focused Tip #11: Use gamification to regularly reward & acknowledge small wins.
  18. 18. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 How to Help Employees Stay Focused Tip #12: Leverage the Socratic Method.
  19. 19. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Q5: Blocking social media in the contact center: needed for productivity, or culture & morale killer? Why?
  20. 20. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Tackling Personal Social Media Use in the Contact Center Tip #13: Address the root of the problem, not the symptoms.
  21. 21. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Tackling Personal Social Media Use in the Contact Center Tip #14: Train your employees to use social responsibly.
  22. 22. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Tackling Personal Social Media Use in the Contact Center Tip #15: Trust your team to do the right thing.
  23. 23. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Q6: What’s the best way to handle time off requests fairly in a small contact center?
  24. 24. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Handling Time Off Requests in a Small Contact Center Tip #16: Let your agents work together to manage scheduling.
  25. 25. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Handling Time Off Requests in a Small Contact Center Tip #17: Adopt a straightforward PTO policy—first come, first served.
  26. 26. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Handling Time Off Requests in a Small Contact Center Tip #18: Train & equip agents to handle absences seamlessly.
  27. 27. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Join us next time!
  28. 28. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Check out our forum for a full recap: http://ubm.io/1RzMpI4

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