What You Should Know About Migrating Your Contact Center to the Cloud

Your contact center’s customer experience platform is powerful. It’s used to design customer journeys; carry out and keep track of interactions; and follow through on your many business goals, such as improving FCR and reducing churn. Running a contact center also means always understanding what customers want now and being able to update the experience you offer to meet those changing needs. Migrating your platform to the cloud, either in full or partially, is one way to handle this type of constant change. The cloud keeps your operations agile, reliable and scalable so you can continually adapt.

3 Benefits of the Cloud

  1. You won’t have to allot nearly as many resources or as big of a budget to the cloud as you do to an on-premises platform. You can then focus the resources on things like measuring and analyzing data; creating or improving the customer journey; or adding new interaction channels your customers are using.
  2. The cloud provides unlimited flexibility whether you need to scale up or down based on fluctuations in demand. You can do this without even thinking about things like what your licensing allows or how much processing capacity the platform has.
  3. Innovation is much easier to take advantage of with a cloud-based platform. You can quickly and easily add new channels, test different integrations or try out modern technology like AI.

How to Embrace the Cloud-Based Contact Center

Knowing all of the benefits the cloud offers doesn’t make it easier to make the change, and switching over to the cloud, even partially to start, is a huge step. There are a couple of different ways to start embracing the cloud, allowing you to either go full steam ahead or start at a slower pace.

If your current on-premises platform has a cloud alternative, you’ll have a streamlined way to migrate your platform to the equivalent cloud version. Another option is to commit to a hybrid model for now, meaning you’ll migrate certain functions to the cloud while keeping other functions on-premises for the time being.

Moving your processes to the cloud is an excellent way to meet the challenge of a constantly changing industry. With different migration options, you can find the one that best suits your business and goals, and you can start adopting the cloud without disrupting business operations.

What Contact Center KPIs Are on Your Dashboard?

A dashboard is an area of the Agent Desktop that displays abbreviated, at-a-glance metrics that help both agents and supervisors easily monitor important areas of work, such as the amount of time agents spend doing after-call work, how many inbound calls have been handled, and so on. Like a game scoreboard, a dashboard provides real-time updates of key values—in this case, selected metrics—that are helpful to agents and supervisors. Most contact centers use metrics to boost agent and team performance and increase the quality of the interactions handled.

The names of these metrics are typically abbreviated so that more can fit in a small space. Supervisors will get to know these names as they go about their day-to-day operations.

It’s possible to display any combination of these metrics. The ones that get displayed on your Agent Desktop dashboard really depend on the needs of your contact center, agents, teams, and services.

Bright Pattern, for example, offers these dashboard metrics, which offer snapshots of everything from handling time, outbound calls dialed, and inbound calls received to dispositions, calls in the queue, and team success rate.

Real-time dashboards provide a broad view of everything that affects customer service and satisfaction:

  • Status: Where are the customers now—in IVR, on hold, waiting, being helped?
  • Abandonment: How many interactions were abandoned or dropped?
  • Dropped calls/chats: How many interactions were dropped, and why?
  • What’s in the queue: How many customers are waiting to be helped?
  • Service level: How many calls and interactions have been accepted and handled today?

A Contact Center Driven by Insights

KPIs provide the insights you need for improving agent engagement and elevating the customer experience. The customer experience hinges on empowering agents with the right training, tools, and service model. Bright Pattern’s omnichannel contact center software helps empower agents with unique tools that facilitate better conversations, boost agent performance, and deliver higher returns in customer satisfaction and agent engagement. Having a unified and powerful Agent Desktop that displays important KPIs helps to keep supervisors focused on teams and agents focused on customers.

You can learn more about how monitoring agent metrics can help improve agent engagement and customer service by downloading the e-book.

 

 

Commemorating a Foundational Call Center Journalist: Linda Driscoll Dobel

It takes talented and dedicated people to build a technology-based industry. There are the scientists who make breakthrough discoveries. The engineers who take these ideas and help develop them into functional products. The entrepreneurs who find niches for specific solutions and build profitable companies around them. The early adapters who put these products to work and hire specialists to use them to help build profits for their organizations. And as an industry blossoms, media developers and publishers take note and create information resources to capitalize on the interest, report on progress and help guide the marketplace.

It is at this point where business journalists…the people whose job it is to sift through a non-stop flow of press releases and discern hype and vaporware from valuable information and products that can make a difference…. come into the picture. As the industry gathers momentum, there are established templates for communicators to follow, but they could not do so without the initial contributions of the best and brightest. In the burgeoning technology space that has evolved from telemarketing to CRM to customer experience and service automation over the past five decades, one of the most influential trailblazing journalists was Linda Driscoll Dobel who passed away unexpectedly– and far too soon –at age 59 in November 2018.

In the late 1970s, telephone technology had become sufficiently sophisticated that it made economic sense to set up centralized groups within companies to both sell products and service customers in such areas as airline reservations and banking systems. Among the contributing factors were the ever-higher cost of personal sales calls, which made doing business by phone more attractive, particularly in the business-to-business arena; advances in telecommunications, computers and database management; consumer acceptance of toll-free 800 numbers, which led to a rise in inbound customer service; and a growing body of successful inbound and outbound campaigns, which inspired more companies to use the phone as a primary sales tool.

Telemarketing, as it quickly came to be known, began in the early 1980s and instantly changed the way business was being done in the US. In 1981…just as Linda came on board at Technology Marketing Corporation fresh off the campus of the University of Connecticut in Storrs, CT… the total business expenditures for telemarketing exceeded the spent on direct-mail advertising for the first time. As TMC CEO Rich Tehrani noted, “She was there when things got started in 1982, when the first call center publication, Telemarketing, was born. When Linda started with us, customer records were still stored on index cards because contact center software had not yet been invented.”

As noted by former TMC editor and now Editorial Director of Syllepsis Communications, Tracey Schelmetic, “Linda nurtured Telemarketing, later called Call Center Solutions, from a bimonthly startup with a premise that at the time was speculative (some in the industry trade press might have even said “dubious”) to a successful monthly trade publication that covered and even guided the development of the multibillion-dollar call center, computer-telephony integration and customer relationship management markets that exist today.

By 1987, spending on telemarketing had risen to more than twice that of direct mail ($41.2 billion vs. $17.2 billion), according to the American Telemarketing Association. Linda and her team of editors helped steer the industry through the formative years of early automatic call distribution services (ACDs), predictive dialers and telephone headsets to make it easier for customer service representatives (CSRs as they were called then) and sales agents to conduct conversations for hours at a time.

She chronicled the progress of programs designed to improve the process of hiring, training and retaining personnel in an industry where massive turnover was an issue from the outset. She edited countless articles on the rise of what were then called “service agencies” …mostly US-based at a time when Omaha, Nebraska set the pace for America in terms of making a living on the telephone. And Linda was there to note the changes as the growing concept of a global community, fueled by advancing technology and a fiercely competitive economic climate turned the tide to business process outsourcing in every corner of the globe. As was the case with many professional women, she balanced her editorial responsibilities with motherhood after the birth of the first of her three sons in the late 1980s.

Linda ran a tight ship. She was one of a diminishing breed of strict grammarians, going over every piece of content as though it was the Magna Carta, whether it was articles, marketing materials or opinion columns. ‘Linda wielded her red pen fearlessly but with majestic purpose,” said Schelmetic. “She was adamant about capitalizing “Internet.” (“There’s only one Internet, which makes it a proper noun.”) She resisted the word “email” as a noun and sent younger editors scurrying to change “emails” to “email messages.” Yet it was all done with good will and a light-hearted spirit. As her Editorial Director, Erik Lounsbury, who joined her staff in 1993, recalled, “Linda could always make me see the error of my often-eccentric grammar and leave me laughing at the same time.”

Beyond serving as Executive Editorial Director, she rose to Vice President. “She was always a great mediator, not only when serving as a buffer between management and staff or in inter-departmental disputes, but also in delicate situations such as misunderstandings with authors or advertisers,” recalled Lounsbury. “In short, Linda could always make everyone see sense in the end and leave them feeling good about it.” As Schelmetic noted, “She brought a sense of calmness to meetings and held her cool even while under intense deadline pressures. She was much-loved as a manager and helped guide and develop the careers of many of today’s writers and editors working in today’s contact center /CRM space.

Nadji Tehrani, the founder of TMC, summed it up “Linda was the foundational editor who brought the world of call centers to life. Without her, our publications might never have gotten off the ground.

After 22 years, Linda went on to become Editor at Due North Consulting, including a stint at the now-defunct Contact Professional magazine and most recently, Managing Editor of Trade & Development magazine. She took on numerous free-lance assignments, developing content for CRMXchange as well. She is survived by her husband Myron, three sons and a grandson.

Boost Customer Experience Utilizing Service KPI Insights

Contact center Key Performance Indicator (KPIs) are used by SMB and enterprise companies to make better business decisions and improve the customer experience. Also called metrics, KPIs are the measurable values that show just how effective your business is at achieving its goals.

In our last couple blogs, we touched upon the top agent KPIs and team KPIs that your contact center should be tracking. We also covered the real-time metrics that supervisors use on a daily basis to monitor the status and productivity of their agents.

This time, we’ll check out some of the most used services metrics that show how your services are doing. A service is a specific reason for customers to initiate an interaction with a contact center, or, in the case of outbound dialing, for a contact center to initiate an interaction with a customer. In the contact center space, a service typically means the type of channel that connects the customer to the business: voice, email, chat, and so on.

Not only do supervisors monitor teams of agents, you are checking the performance of the services your contact center offers. Real-time dashboards and wallboards provide a broad view of:

    • Status: Where are the customers now—in IVR, on hold, waiting, being helped?
    • Abandonment: How many interactions were abandoned or dropped?
    • Dropped calls/chats: How many interactions were dropped, and why
    • What’s in the queue: How many customers are waiting to be helped?
    • Service level: How many calls and interactions have been accepted and handled today?

 

Keep in mind that you can track the nitty gritty of things by showing very granular metrics–if you want–and there may be dozens of service KPIs available in your contact center software.

The following are generally the most used and most basic of metrics that show where your customers are in your service offerings.

  • Name – The name of the service. This may seem obvious, but it’s not when you’re monitoring three or more simultaneously.
  • SLA – For voice services, SLA is the percentage of calls answered before the threshold time calculated over the most recent 20 calls. For email, it’s the percentage of emails replied to within the predefined service level threshold.
  • Waiting – How many customers are waiting to be helped for the given service.
  • Max Wait – The longest amount of time that the customer could wait before being helped.
  • In IVR – How many customers are in the IVR for self-service.
  • Queued – The number of customer interactions waiting to be connected to an agent.
  • Handled – The number of customer interactions that have been handled for the service.
  • Active – The active users (agents) handling interactions for the service.
  • Logged in – The number of agents logged in to your contact center.
  • Busy – How many agents are busy helping customers.

When you work in customer service, it’s safe to assume that people are calling, texting, emailing, and chatting with you not because they want to, but because they need to. Assume that they are already having a bad day, so do your best not to make it worse. For any service, it’s ideal to see low numbers for the metrics related to waiting and being on hold. In addition, you want to see high SLA, which shows that agents are helping customers promptly. Your goal is to help people quickly and efficiently. Don’t make your customers wait.

Service metrics provide detailed information about how your team’s customer service handling is impacting the customer. Ultimately, the quality of your services is directly related to customer satisfaction. Supervisors who see the number of customers waiting in queue rising higher than the number of logged-in, available agents to help them, can see that some adjustments need to be made as soon as possible.

A Contact Center Driven by Insights

KPIs provide the insights you need for improving agent engagement and elevating the customer experience. The customer experience hinges on empowering agents with the right training, tools, and service model. Bright Pattern’s omnichannel contact center software helps empower agents with unique tools that facilitate better conversations, boost agent performance, and deliver higher returns in customer satisfaction and agent engagement. Having a unified and powerful agent desktop that displays important KPIs helps to keep supervisors focused on teams and agents focused on customers.

You can learn more about how monitoring agent metrics can help improve agent engagement and customer service by downloading our e-book.

3 Innovations in Customer Service

Technical advances have done a lot of wonderful, game-changing things, but they’ve also made it much easier and quicker for customers to complain. This has forced brands and contact centers to amp up their customer service strategies. These innovative customer service ideas could have a major impact on the customer experience.

  1. Let customers test products or services before purchasing them.

Free trials can go a long way towards landing committed customers. Trying before buying isn’t yet the standard across the board, but it should be. By letting customers try out your product or service for a limited time, you tell them that you believe so much in what you’re selling that you know they’ll get on board. Contemporary customer service is all about making the customer’s life easier. Let them wait to pay until they’re sure they want to make a purchase.

  1. Use videos to answer complex questions

The more complex a FAQ, the more text you’re going to need to answer it. A lot of customers aren’t going to take the time to read a lengthy blog or social media post, which means they’ll either (a) go without finding their answer, which won’t leave them as satisfied as possible, or (b) call to speak with a live agent, which puts more pressure on your staff. An excellent alternative is to record a video that answers the question. You can solve the problem in less time than it would take to read the answer, and videos are also highly shareable, so your customers can help you spread the word.

  1. Make it easy to do even unwanted actions.

Stellar customer service shouldn’t end when a customer wants to switch providers or go with one of your competitors. You should still treat the customer well even if you’re going to lose their business – treating them well at this stage could actually convince them to stay with you or come back at some point down the road. Transparency should be embraced at every stage, even if the customer wants to close or delete their account. By doing something like hiding the “delete account” button, you’re getting in the way of the customer having an easy, seamless interaction with your brand.

 

Impactful customer service strategies are thoughtful, too. By combining innovation with high-level awareness, you can appeal to the customer’s emotions while meeting their tech-savvy needs.

4 Uses of AI in the Contact Center

Artificial intelligence (AI) has multiple uses across the modern contact center. While some people mistakenly believe that robots are going to replace live support agents, the truth is that AI in the contact center actually helps customer service agents perform their job better. Here’s how.

  1. Data capturing during customer interaction.

There’s a lot of data to be captured during every interaction. AI can be used to capture this data and then feed it into the contact center’s analytics system. With features like sentiment analysis, AI can also be used to spot certain emotions, like anger or dissatisfaction, which can then escalate the issue to be handled by a live agent.

  1. Management of customer data.

Capturing all of that customer data is just the first step to actually understanding it. Data has to be analyzed and leveraged in order to actually improve the customer experience. AI can help with this by capturing and cross-referencing data, then sharing it across different channels and platforms. This way, the customer won’t have to repeat their details every single time they contact customer service, and they won’t receive offers or messages that don’t truly relate to them.

  1. Smart replacement of IVR processes.

A contact center’s IVR system will have a set of pre-defined rules to follow. These rules are generally simplistic – for example, the IVR system may transfer a sales call to the sales department. AI can take this several steps further by using natural language processing and machine learning to understand customer statements instead of just giving them a set menu of choices.

  1. Directing customers to different areas of the website.

Many customer requests can be handled simply by pointing the customer to a specific area of the website. For example, a customer may be able to get information about their account or recent payment by viewing their account information, eliminating the need to speak with a live agent. Customers can also engage in self-service by finding the answer to their FAQ. A virtual assistant can direct the customer to the right section of the website, freeing up live agents to handle more pressing issues.

There’s always going to be a need for live, human interaction. In order for contact center agents to deliver the best, most personalized support possible, AI tackles easier-to-handle customer queries, speeding up the process on both ends.

New Research Finds Only 12.5% of US Consumers Actually Hate Chatbots

A nationwide survey conducted in August finds that 94% of U.S. respondents considered their last customer experience positive – although they note there is still room for improvement on the margins. While high-profile customer service blunders by major companies gobble media attention, new research from Genesys challenges the notion that companies aren’t in touch with consumers and provides insight into how businesses can adapt their support options to meet evolving preferences.

Human Touch and Digital Channels Rank High

The survey bolsters conventional wisdom that consumers perceive the best and most effective customer service happens when a human is involved (75%). But almost equally, 76% of respondents want the option to access digital support channels when they choose.

When asked about the most irritating issue in customer service, only 12.5% of consumers cited speaking with a bot. A bigger frustration noted (for nearly 27%) is not being able to talk to a live agent when they want.

However, these were not the biggest customer service annoyances reported by consumers – out of the twelve options provided, the top three pain points selected by respondents are being put on hold (42%), being given incorrect information (37%), and being given too many automated options before reaching an agent OR resolving their issue (36%).

Automation, AI and Live Support Key to the Customers Desire for Fast, Frictionless Service

Genesys Chief Marketing Officer, Merijn te Booij said, “It’s straightforward – the results of the survey indicate consumers want a blended approach – they want the rapid access to a business that digital channels can provide combined with the human touch when they want it.”

Consumers put a timely response (64%) and knowledgeable agents (55%) at the top of their list for the type of customer experiences they value the most. Concurrently, 67% of respondents say it’s very important companies quickly route queries to a customer service agent who has background information and understands the customer’s needs.

“It’s clear from the research findings that businesses need to strike the right balance when deploying digital channels, automation and artificial intelligence (AI) in customer experience,” said te Booij. “We think it also means it’s safe to say that the role of humans in customer service isn’t going away anytime soon – unless a business is willing to sacrifice customer satisfaction. However, we do believe AI will continue to change the way humans work and how consumers get service for the better.”

He went on to explain, “Interestingly, businesses can use AI to alleviate consumers’ biggest pain points in service when applied strategically and in concert with human effort. AI really is the key for enabling consumers to have their cake and eat it too — in this case that means fast, efficient, knowledgeable service at the hand of a human or even a bot when they choose.”

Brand Reputation Matters

Today, brands cannot afford to ignore the importance of delivering the type of service consumers want. 72% of U.S. respondents say they have sometimes or always bought something from a business based solely on its reputation for customer service. Further, 89% of respondents have taken action as a direct result of poor customer service. A full 58% say they have switched providers as a result of poor customer service, and 49% say they have never done business with a brand again after a bad experience. Nearly 50% discussed their disappointment face-to-face with family and friends and 24% even spread the word via social media.

Additional Key Findings from the Survey:

  • Keep those phone lines open! While voice is no longer the only game in town, consumers still want the option to call when they need customer service. In fact, 91% of U.S. respondents say it’s important to engage with a business over the phone, with 54% considering it “very” important.
  • Despite an increasing use of social media by businesses as a customer support channel, only 4% of U.S. consumers are fond of interacting with companies that way. Respondents cite discomfort, impersonality, unlikelihood of success and lack of speedy response as barriers.
  • People value good service, with 44% of respondents saying they’re willing to pay more to ensure better service. And yet the main reason to tolerate bad service? 42% polled say it’s related to a low price

Survey Methodology

The nationwide poll includes responses from 1,000 U.S. adults over the age of 18 and was conducted online and by email or text to mobile phones. Two-thirds of respondents were women. Genesys also conducted the same survey of equal pool size in both Germany and the United Kingdom (U.K.).

4 Essential Components of Your Workforce Optimization Software

Delivering a positive customer experience is no small feat ­– there are a lot of moving parts that have to work together, with workforce optimization (WFO) being a major component. When considering which WFO suite to go with, keep the following four must-haves in mind.

  1. Integration with Existing Systems

The WFO system you use should be compatible with the rest of your contact center. Cloud WFO solutions are typically the easiest to integrate ­– they can be custom-fitted to your contact center, prepped and tested before going live, and even run along with your current WFO solution as you make the switch so there’s no downtime.

  1. Creation of Reliable and Adaptive Schedules

With the right WFO solution, scheduling becomes much easier. Your WFO software should generate schedules with enough agents to cover daily shifts, accounting for agent requests like certain days or times off, flex shifts, or work-from-home shifts. At the same time, your software should review shift data to accommodate for high and low patterns, which will affect things like breaks and training sessions. Your WFO solution should also be flexible enough to adapt when something unforeseen occurs that requires a quick change in the workforce.

  1. Real-Time Schedule Adherence

In order for management to know if an agent’s daily activity is in line with contact center objectives, you’ll need to see reports about schedule adherence. Your WFO solution should monitor and record real-time adherence, tracking log in and log out times, plus lunch breaks and other types of breaks. For contact centers that have out-of-the-box needs, like after-hours coverage, your WFO solution should let you create custom guidelines.

  1. Accurate and Robust Reporting

WFO (and just about everything else at your contact center) revolves around reports ­– otherwise, it’s very difficult to know what’s going on in your business. Even the best managers can’t be everywhere all the time, which is why they rely on reporting. The data that’s gathered will help you figure out where changes need to be made and what type of training needs to occur moving forward. Comprehensive reports will help you make the right workforce decisions.

The philosophy of WFO ­– shifting the workforce for the sake of optimal productivity ­– has been around for a long time, but actually embracing this philosophy by seeking out the tools to achieve it is still new for many contact centers.

Why Your Contact Center Needs Remote Agents

When agents are twiddling their thumbs because calls aren’t coming in, it costs the contact center money. When a barrage of calls come in and wait times skyrocket, the customer experience drops. Having the correct capacity of agents without over-staffing is a tug-of-war that every contact center has had to play.

Even with insightful analytics, you can’t perfectly predict how much activity your contact center is going to have. There will be unexpected lulls and spikes in activity regardless of what the numbers prepare you for.

The goal of flexible WFM is to increase the contact center’s agility while maintaining a high level of customer service.

Traditional vs. Flexible Workforces

One way to increase workforce flexibility is to have a number of remote agents who are able to work from home. Here’s how that can help:

Hold Times

Agents in a traditional contact center can easily get overloaded with calls, leaving a lot of customers on hold. Call abandon rates increase while service quality decreases. Remote agents are often able to deliver quicker call resolution.

Ramp-Up Time

Ramp-up time in a traditional contact center can take weeks, but on-demand remote agents are able to ramp up in just a few hours.

Scalability

If there’s an unexpected rush of communication or a shift has to be covered in an emergency, the resources at a traditional contact center can’t always scale as quickly as needed. With the support of a remote workforce, though, agents can cover gaps in even a non-standard schedule at the last minute.

Encourage Customers to Use Other Channels

Unexpected spikes are going to happen. As you continue managing spikes, particularly the ones you can predict, create a contingency plan for the spikes you don’t see coming. One way to do this is to encourage customers to use other channels, like chat, email, SMS and social media.

This can limit the number of incoming calls and may also lower the number of times a customer reaches out to customer service before being helped. For example, if you have a team of agents providing social media support, they can connect with a customer after the first complaint and possibly solve the issue before is escalates.

Even contact centers that have always had rigid staffing measures can see the benefits of a flexible model, which saves resources during downtime and allows for adjustments on-the-fly.

What’s on Your Supervisor Screen? Agent KPIs to Watch

In your day-to-day contact center operations, everything under the sun can be measured, reported on, and popped to your screen. When you’re bombarded by data, only the most-used KPIs deserve a spot on your agent desktop. How do you know which KPIs are the most valuable to your team, contact center, and business?

A Key Performance Indicator (KPI), also called a metric, is a value that you can measure, one that shows just how effective your business is at achieving its goals. If your top business goal is to boost customer satisfaction, for example, you’ll probably want to keep an eye on KPIs such as call abandonment rates, survey responses, average handle time, and so forth. Contact centers use metrics to collect specific data from every interaction, service, queue, agent, survey, and more.

In any contact center, the real-time metrics that supervisors use on a daily basis generally fall into common categories, such as these:

  • Agent metrics
  • Campaign-specific metrics
  • List metrics
  • Service metrics
  • Skill metrics
  • Team metrics

Nestled in each category, there can be dozens, if not hundreds, of metrics, and the ones that matter really depend on your company’s goals.

Your Agents, At-a-Glance

Do you know what your agents are doing, right now? Supervisors need dashboards and wallboards with real-time KPIs that signal which agents and teams need to be monitored. And when there are 50+ KPIs to choose from, how do you know which ones are the most important? The more metrics you add to a dashboard, the less useful a dashboard becomes. In this blog, we will focus on some of the most-useful real-time agent metrics for contact center supervisors to watch.

Agent State

An agent’s state indicates whether or not the agent can handle an interaction. It may seem basic, but this information is very useful to the supervisor monitoring a team of agents working both in-house and remotely. Agent State provides an at-a-glance look at whether agents are ready, not ready, busy, idle, or doing after-call work. For agents in the Not Ready state, this metric also provides the reason (e.g., lunch, break, meeting, etc.).

Agent State shows what every logged in agent on your team is doing right now. If all your agents are busy, you know why the queue is filling up with calls, or why callers are still on hold. Likewise, if all your agents are ready yet the queue is backed up and customers are not being helped, you have reason to suspect your services are not running.

Time in State

Time in State is how long (in minutes and seconds) an agent has been ready, not ready, and so forth. Generally, supervisors will know what duration is acceptable for service calls, chats, breaks, and after-call work, and the Time in State metric will give them a cursory view of who’s working as expected, who’s slacking, and who needs help. For example, the supervisor may want to check in on an agent who’s been in the Not Ready state for 24 minutes, with no reason given.

ACW Time

After-call work (ACW) consists of all the tasks that agents must do before they can complete the interaction, tasks such as setting a disposition, creating contacts, writing notes, setting follow-ups, and more. These tasks are important but tedious. Agents in the ACW state cannot handle a new interaction until this work is done.

ACW Time can show you which agents and teams are not accepting new interactions because they’re still working on the old. High ACW time can indicate it’s time to relieve your agents of this type of work and automate the tasks instead.

Sentiment

Displayed as faces that are happy, neutral, or angry, sentiment provides a quick glimpse at the general mood and satisfaction level of your customers, in real time. It’s not the sentiment of your agents. Happy faces mean happy customers, and angry ones spell low customer satisfaction and poor reviews.

When agents chat with a customer, for example, the system is utilizing Natural Language Understanding and other cognitive technologies to assess the customer’s satisfaction level. Positive keywords, statements, and expressions become happy faces in the supervisor’s monitoring screen and in the agent’s active interaction. Sentiment is also saved in interaction records and chat transcripts such as this.

The sentiment of an unhelpful chat session would immediately appear on the agent’s screen within the chat as well as on the supervisor’s screen. A slew of angry faces in the supervisor’s list view of active agent interactions means the supervisor should monitor those agents and step in to help.

Customer Satisfaction

Customer Satisfaction (CSAT) is the average result of surveys where the customer satisfaction question has been answered. The best way to know how your customers feel about your service, agents, products, or anything else, is to ask them.

Net Promoter Score

Net Promoter Score (NPS) is the percentage of points for all surveys where a response was given for the contact satisfaction question. The percentage is calculated out of the number of interactions, where surveys exist, by subtracting the percentage of promoters (values 9 and 10) by the percentage of detractors (values 0 to 6).

You want to have a high NPS at all times. Customers are more likely to respond positively to a contact satisfaction question if they had a good experience with a knowledgeable, helpful agent. For contact centers, NPS is key way to measure success

Contact Center Driven by Insights

Agent metrics provide detailed information about agent performance and customer satisfaction. These KPIs provide the insights you need for improving agent engagement and elevating the customer experience.

After all, customer experience hinges on empowering agents with the right training, tools, and service model. Bright Pattern’s omnichannel contact center software helps empower agents with unique tools that facilitate better conversations, boost agent performance, and deliver higher returns in customer satisfaction and agent engagement. Having a unified and powerful agent desktop that displays important KPIs helps to keep supervisors focused on teams and agents focused on customers.

You can learn more about how monitoring agent metrics can help improve agent engagement and customer service by downloading the Bright Pattern e-book.