3 Key Initiatives for Modern Contact Centers

Contact centers play a pivotal role in shaping customer experiences and driving organizational success. Recent studies show the importance of three key initiatives that differentiate successful contact centers from the rest: agent performance management, analytics, and collaboration.

1. Agent Performance Management

Effective agent performance management is the cornerstone of a high-performing contact center. Surprisingly, only 27% of organizations consider their process of tracking agent performance to be very effective. Furthermore, fewer than 25% track agent performance in real time, highlighting a significant gap in performance monitoring.

2. Analytics

Analytics have emerged as a game-changer for contact centers, enabling organizations to unlock valuable insights from customer interactions. Best practice contact centers that leverage analytics to manage performance report increased revenue, greater upsell volume, and higher customer satisfaction per call. By harnessing the power of data-driven analytics, organizations can optimize agent performance and enhance overall customer experiences.

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3. Agent and Expert Collaboration

Effective collaboration between agents and subject matter experts is essential for resolving complex customer queries and ensuring timely issue resolution. 40% of customer support calls require assistance from an expert to close, indicating the critical role of collaboration in addressing customer needs. Additionally, 33% of customer contacts are not resolved during the first interaction with the contact center, and 12% of these dissatisfied customers will take their business elsewhere. By fostering a culture of collaboration and knowledge sharing, contact centers can improve first contact resolution rates and prevent customer churn.

By investing in these initiatives, organizations can stay ahead of the curve and position themselves for long-term success in today’s competitive business landscape.

At Voysis, we recognize the significance of these strategies and are committed to helping businesses achieve their contact center goals efficiently and effectively.

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Source: Contact Center Pipeline, Aberdeen Group, ICMI, 451 Research, © 2021 Cisco and/or its affiliates. All rights reserved.