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28 Tips for a More Efficient Contact Center

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In this #ICMIchat recap, participants address the following topics related to employee efficiency:

-Which metrics best indicate employee efficiency in the contact center
-The negative consequences of placing too much emphasis on efficiency metrics
-The biggest threats to agent productivity
-How to discipline for missed efficiency/productivity goals
-Employee Incentives to encourage productivity
- Permitting flexibility without harming efficiency
- Practical ways to improve efficiency in the contact center

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28 Tips for a More Efficient Contact Center

  1. 1. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 28 Tips for a More Efficient Contact Center
  2. 2. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Insight from our July 19, 2016 #ICMIchat
  3. 3. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Q1: Which metrics are the best indicators of employee efficiency in the contact center?
  4. 4. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Agent Efficiency Metrics
  5. 5. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Q2: Have you seen any negative consequences of placing too much emphasis on efficiency metrics? If so, what?
  6. 6. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Unintended Negative Consequences of Efficiency Metrics
  7. 7. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Q3: What are some of the biggest threats to agent productivity?
  8. 8. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Threats to Agent Productivity
  9. 9. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Q4: Are employees on your team disciplined for missed efficiency/productivity goals? How?
  10. 10. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Correcting Inefficient Behaviors
  11. 11. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Q5: Does your company incentivize employees for hitting efficiency measures? If so, how? If not, why not?
  12. 12. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Incentive Programs
  13. 13. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Q6: How can contact centers permit flexibility without harming efficiency?
  14. 14. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Balancing Flexibility & Efficiency
  15. 15. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Q7: What are some practical ways to improve efficiency in the contact center?
  16. 16. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Ways to Improve Contact Center Efficiency
  17. 17. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Join us Next Time!
  18. 18. © 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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