Articles
Integrate KPIs And Move Your Call Center Into The Fast Lane By Ted A. Jurkuta, Informiam
May 4, 2006
•Article: Operating At Customer Speed
Real-Time Information Drives Customer Satisfaction and Keeps Contact Centers Operating at "Customer Speed"
The contact center is arguably the single most important influencer in overall customer satisfaction and retention. It is also the first place where the knowledge of potentially serious problems, or attractive market opportunities, will first surface. Yet few companies are equipped to capitalize on the information.
Imagine how much time, effort, and customer goodwill a company can preserve if it has the power to capture and examine call center activity in real-time. With this information at hand, supervisors acquire the ability to correlate seemingly unrelated incidents and take steps to resolve problems before they become epidemics.
In spite of this, many contact centers continue to rely on data from business intelligence tools that may be hours, days or even weeks old. While useful for charting contact center performance trends, getting this information after the fact is useless for taking care of customer problems that are occurring right now.
Today's customers are informed and impatient. With information about your company, products, offers and competitors readily available on the Web, they are armed with facts and are demanding. To keep up, companies must operate at "customer speed". It is no longer acceptable to take days or weeks to solve a problem or react to a situation.
Operating at customer speed requires that critical data be delivered to contact center supervisors as events occur. Fortunately, new contact center software tools can pull information from disparate sources across the enterprise in real-time. This allows managers to draw correlations between seemingly unrelated incidents and activities, enabling better responses to customer needs.
Changes in the performance level of any contact center component — from call volume to agent availability to supporting technology— can dramatically affect operational costs and influence how customers perceive your company. It is vital to capture and update key performance indicators (KPIs) in real-time to provide managers with a single "at a glance" view of what's happening across the enterprise.
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