Workforce Management Featured Article
Putting Performance Management in Perspective
Workforce management software is a strong way to drive performance in the contact center. In customer service, there’s no time to rest on laurels, as the speed of business is always pedal to the floor and always go go go. Let’s review a few tips on how to ensure improved performance.
Let’s start with a very Millennial point, emotional support. Baby boomers are may be slow to adjust to the shift in the workforce. Work triggers stress and stress affects performance both in and out of the contact center. Management will serve its team best by regularly checking in, taking the room’s “temperature” and make sure the team isn’t overworked and there are open lines of communication.
Want feedback? Work for it. Customer feedback is a great way to diagnose process pain points and areas in need of improvement. While providing customers with satisfaction surveys is commonplace, better insight can come from directly asking customers. Taking this a step further, boost performance by tasking the management team and agents to give feedback on a regular basis. The more information available, the more informed decisions are, and the better job the contact center will do.
Competition in business is reality. Let’s face it, it’s a dog-eat-dog world out there, and these levels of animosity should not be carried into the contact center. By avoiding the traditional method of tying performance to compensation, companies can avoid an unhealthy work environment. While, it’s difficult for me to agree with this approach, companies implementing this strategy are seeing improved team work.
These are just a few morsels for you to marinate on. There are myriad ways to improve contact center performance, but you need to find the right fit for your contact center.
What’s in your contact center?
Edited by Maurice Nagle
