Get More From Your Contact Center Analytics

This blog post was co-authored by Genesys technology partner, Brightmetrics.

Managing performance in your contact center is strenuous but essential. Monitoring performance has become even more complicated since teams shifted to a hybrid or fully remote work environment. Reduced or stricter budgets — and limited staff and management — have only added to the stress. But your customers haven’t stopped reaching out to you.

According to Fortune, “Average handle time for each call increased for 55% of companies. That reflected an increased complexity of calls, but also an increased degree of interaction between agents and customers.” All these factors have created an entirely new set of challenges around monitoring agent performance and customer interactions.

Build Your Contact Center Dream Team

All contact center managers wish they had a team of rockstar agents — a team who always logs in on time, is efficient with their calls, is friendly, goes above and beyond for customers, never fails evaluations, and only escalates calls they positively can’t resolve on the first touch. However, with recent operational adjustments most teams have experienced, closely monitoring team performance and maintaining standards for customer experience aren’t on the priority list anymore.

Imagine if you could quickly transform your agents into a calm and efficient dream team.

Remember this bit of wisdom: “What gets measured, gets managed.” First, you need to analyze and understand what makes your current rockstar agents so great. Run a deep-dive analysis on their behaviors. Ask the following:

  • Do they really resolve every call on the first touch?
  • Do they pick up every customer call within seconds, leaving them satisfied and resolving issues?
  • Do they never take breaks?

You need to know what sets them apart from their peers and understand what behaviors make them better than any other agents. You want to find repeatable behaviors and, once you do, you want to coach the rest of your agents on those wins. Teach one or two of those key rockstar behaviors at a time.

Then share the results with team members so they can monitor their own growth. You could even go a step further and show them how they stack up against the rest of your agents.

No Budget, No Problem

Most contact center systems offer native reporting tools that help you make sense of the data your customers provide every time they interact with you. However, these native reporting tools often aren’t seamless visualizations of your customer data. And they don’t provide an in-depth look at contact center trends and anomalies.

Pulling data from different communication channels can also be tedious and time-consuming. You might have recently chosen to voice these pain points with your leadership team; however, they’ve told you that investing in newer, more penetrative analytics isn’t an option because of budgetary concerns. And your team is faced with some alarming customer complaints, an increase in escalation and job dissatisfaction.

Brightmetrics LITE Analytics™ for the Genesys CloudTM platform lets you tackle and solve these issues quickly — at no cost. LITE Analytics surfaces seven days of historical contact center data and visualizes your team’s activity and customer interactions with customizable charts and dashboards. This lets you monitor agent and customer experiences from anywhere — at any time.

The analytics gives you the tools to quickly identify why your best agents are your best agents. And it enables you to take coaching insights to other team members using dashboards and reports so you can manage their growth. Enjoy unlimited dashboards, customizable reporting features and access to a world-class support team.

Teams Ready to Succeed

These analytics also help you solve other issues, such as understanding when your customers are calling, why they’re calling and how to schedule your staff accordingly. It’ll also help you determine how to use automation to alleviate the burden on your best agents.

With LITE AnalyticsTM, you can set clear and defined KPIs, give targeted and transparent feedback to your agents, find trends and anomalies in your customer interactions, and improve the overall customer experience and contact center operations. Accomplish all of this while still maneuvering through workplace adjustments and staying within budget.

To learn more about Brightmetrics, visit us in the AppFoundry Marketplace or message our team today.

And be sure to watch the webinar on how to get more from your contact center analytics for less. Register now.