Post by shiyabul on Aug 21, 2024 4:13:33 GMT
Work-from-anywhere (WFA) and the acceleration of digital transformation have dramatically changed the contact center landscape. Supervisors can no longer “walk the floor” to understand who might need help. The influx of digital channels such as chat, text, and social media means that traditional quality evaluations using call recordings capture only a fraction of the work performed by today’s agents.
In addition, each channel has different customer https://lastdatabase.com/ experience (CX) goals and expectations that need to be taken into consideration. For example, handle time on the phone compared to a chat or email will be different. Also, agents are typically not providing customer service in a vacuum. In many cases, a chatbot or someone working in the back office is assisting them simultaneously.
A total view of the work is needed to understand an agent’s true productivity results. To address these factors, contact center managers and supervisors need data-driven ways to assess performance to better coach, motivate, and grow their teams. This is giving rise to agent desktop analytics to bring all the data streams into a single view and produce a total productivity scorecard for each employee.