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How to Overcome 6 Contact Center Metrics Mistakes

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Reporting can become a way of life in the contact center. But with so much to collect, analyze, and act upon, it's easy to make mistakes.

Is your contact center guilty of these six mistakes?

1. Measuring too much and acting on too little.
2. Pulling reports, but not sharing successes and challenges with the rest of the organization.
3. Running the contact center based on averages.
4. Spending time on forecasting, but ignoring schedule adherence.
5. Burning out agents with lofty occupancy goals.
6. Measuring Customer Satisfaction (CSAT) but not Employee Satisfaction (ESAT).

This #ICMIchat recap shares a few tips and tricks to overcome each of these metrics mistakes.

Veröffentlicht in: Daten & Analysen
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How to Overcome 6 Contact Center Metrics Mistakes

  1. 1. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 How to Overcome 6 Contact Center Metrics Mistakes
  2. 2. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Insight from our July 26, 2016 #ICMIchat
  3. 3. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Mistake # 1: Measuring too much and acting on too little. (AKA drowning in data)
  4. 4. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Measure what matters, ditch what doesn’t.
  5. 5. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Mistake # 2: Pulling reports, but not sharing successes and challenges with the rest of the organization.
  6. 6. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Sharing Contact Center Metrics With the Broader Team
  7. 7. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Mistake # 3: Running the contact center based on averages.
  8. 8. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Avoiding the Averages Trap
  9. 9. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Mistake # 4: Spending time on forecasting, but ignoring schedule adherence.
  10. 10. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 How to Approach Schedule Adherence
  11. 11. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Mistake # 5: Burning out agents with lofty occupancy goals.
  12. 12. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Agent Occupancy
  13. 13. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Mistake # 6: Measuring Customer Satisfaction (CSAT) but not Employee Satisfaction (ESAT).
  14. 14. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 How to Measure & Act on ESAT
  15. 15. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Join us Next Time!
  16. 16. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Visit our forum to learn more : http://ubm.io/25N3ckv

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