Top 6 Agent Desktop KPIs & Capabilities

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Forrester's Kate Leggett recently blogged about the business benefits of improving the Agent Desktop experience, and I was inspired to add additional color commentary to this as I am currently working with a client who has some significant Agent Desktop challenges. So below is a summary of the Top 6 KPIs and Business Benefits associated with improving your Customer Service Agent's Desktop experience. The 6 KPIs are below:

Improving Agent Handle Time.
Increasing First Call Resolution.
Improving Agent Satisfaction & Turnover.
Improving Training & Ramp Up Time.
Improve Customer Satisfaction.
Increase Revenue.

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  • OK, we have customer expectations, channels, question complexity, but what does each channel cost? Obviously the cheapest is Web Self-Service and the most expensive is complex technical support.
  • OK, we have customer expectations, channels, question complexity, but what does each channel cost? Obviously the cheapest is Web Self-Service and the most expensive is complex technical support.
  • OK, we have customer expectations, channels, question complexity, but what does each channel cost? Obviously the cheapest is Web Self-Service and the most expensive is complex technical support.
  • Top 6 Agent Desktop KPIs & Capabilities

    1. 1. 6 KPIs & Benefits to evaluate when Improving the Agent Desktop Experience Best Practices for Providing Customer Service in The Cloud John M. Perez Customer Service In The Cloud http://www.customerserviceinthecloud.com Email: jperezpgi@gmail.com Template Date: 031510
    2. 2. Improving Agent Handle Time & First CallResolution KPI / Metric# Benefit Expected Benefit How To Achieve The Benefit Impact Consider consolidating and integrating your Agent Desktop Focusing on improvements on the Agent Applications. desktop can improve and yield a 2 - 20% Average Talk Time Improvement in Handle Time for a Utilize Workflow and Automation Improving business. Tools to reduce tasks that agents1 Agent Handle Average Hold Time need to perform while on the phone Time Your customers benefit from quicker with customers. Calls Per Rep support calls, and your agents are more productive and available to take on more Integrate Computer Telephony calls. Integration to deliver customer information in advance of the call. A Seamless, easy to use, and integrated Integrate Knowledge Management knowledge management into your agent directly into the agent desktop. First Call desktop experience typically can result in a Resolution 1 - 3% improvement in First Call Associate Knowledge to Call Increasing Resolution. Dispositions and Caller History.2 First Call Problem Resolution Resolution Time. 5 - 20% reduction in escalations of Incent Agents to produce & support issues. Document Knowledge. Escalation Rate 5 – 50% improvement in reducing Create a Knowledge Management Problem Resolution time. Culture.
    3. 3. Improving Agent Turnover, CustomerSatisfaction, and Customer Loyalty KPI / Metric# Benefit Expected Benefit How To Achieve The Benefit Impact Ensure your agent desktop applications undergo Companies that provide a usability and agent testing prior to deploying. best in class agent desktop Agent Turnover experience typically achieve a Minimize the amount of desktop apps and Rate. 5 – 20% improvement in functionality related to supporting a customer. Improving Agent Turnover. Agent Agent Enable Dynamic workspaces to make it easier for3 Satisfaction & Satisfaction Shrinkage Rates associated to agents to profile customer segments and customer Turnover Rate. time that staff is unavailable products. when they should be available Shrinkage Rate. can also improve upwards of Enable Automated Guided Decision Tree logic into the 5% or higher from current Agent Desktop to prevent agents from manually shrinkage levels. having to figure out complex business rules for a customer issue like Billing or Credits. Segment your customer base according to value, and There is a direct correlation product segment. between an agent’s ability to interact seamlessly with the Ensure your agents see customer segments in the desktop and customer Customer Profile on the Agent Desktop. Net Promoter satisfaction surveys. Improving Score Customer Prioritize and align Service Levels according to4 Best In Class companies Satisfaction & Customer Segment. Customer typically see a 5 – 10% Loyalty. Satisfaction improvement in their Phone Automate business processes that qualify customers CSAT Scores and 1 – 3% for discounts. improvement in their loyalty when making improvements Automate Surveys to be sent to customers via email to the desktop. once a call is completed via the agent desktop.
    4. 4. Improving Agent Turnover, CustomerSatisfaction, and Customer Loyalty KPI / Metric# Benefit Expected Benefit How To Achieve The Benefit Impact Automate Cross Sell and Up sell recommendations and discounts using integrated workflow and business rules directly in the agent desktop. Customer Lifetime Companies that provide a best Integrate Email Marketing Campaigns into the Value. in class agent desktop Agent Desktop to enable a 360 view of Increasing experience with a goal of5 company offers to the customer. Revenue Customer Order selling typically achieve a 5 – Value. 10% uplift in sales from calls Utilize Dynamic Workspaces to get a view of received into the call center. Customer Order History, Marketing Campaign History, and Products. Train your agents to be knowledge of offers and products. Ensure you establish a Training/Staging An intuitive agent desktop Environment for your Agent Desktop that experience enables your agents directly replicates the functionality of the to quickly adopt and learn how Production Desktop. Improve to support your customers. Training Time Agent Training Consider capturing agent feedback on Desktop6 Ramp Up Time Best in Class Agent Desktop tools before and after training to continuously Ramp Up Time & Proficiency. Experiences can improve Agent improve the experience. Ramp Up time and proficiency upwards of 5% or more. Ensure your Agent Desktop can enable Hot Key shortcuts to reduce the time it takes to produce repetitive text or agent desktop tasks.

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