contact center management

3 Steps for Improving Your Contact Center Management

In a webinar featuring HireVue, a digital interview platform who provides 24/7 customer support, Support Team Manager Bradin Wilhelmsen explained how their growing team needed to adjust strategies in order to provide better customer experiences. What they discovered was a whole new world of workforce optimization. If you missed the webinar, feel free to check out the replay.

Below are the three important takeaways from HireVue’s journey into WFO:

1. Measure What Matters

HireVue knew their customers wanted service that was friendly, professional, and urgent. One of the biggest challenges for their contact center was decreasing hold times while allowing agents to have as much time as they needed to completely resolve customer issues. But which one was more important? Were there other metrics he needed to track as well? He knew something had to change as HireVue kept growing, so he and his team outlined their goals and defined the core KPIs that would help them track the success of their contact center.

2. Make Metrics Easy to Understand and Share

Bradin decided to create his own reporting to track their new KPIs, but it was difficult to track them in real-time and at the same time. He also had difficulty sharing the results with the team in a meaningful way. The team realized that a visual display would make it much easier to show individual agents how they were performing, as well as provide stakeholders and executives a window into the operations of their support center.

The solution to monitoring multiple KPIs, tracking individual agents, and reporting upwards was integrating inView with their inContact and Salesforce platforms. With inView, they can now define and track KPIs all in one place. They are also able to easily set up different views for the agent, supervisors, and executives.

3. Use Data to Drive Agent Behavior and Coaching Methods

Metrics are a guide, but they shouldn’t drive wrong agent behavior. Rather than calculate productivity by total number of calls, Bradin can calculate the agent’s amount of available time. By outlining the behavior HireVue wants, the metrics hold agents accountable and identify coaching opportunities.

Bradin can also identify when someone is on an unusually long call and check if an agent needs help.  Being able to see what’s going on in real-time allows him to reinforce coaching based on the day’s events and create a plan to make each agent successful.

For the full story about HireVue’s WFO journey, click here to download the 1to1 Media recording and access presentation slides.

You’ll also receive my Top 10 Tips for Performance Management Improvement!