Summary
This support page has been purpose built for operations and contact center leadership to identify continuous improvement initiatives that will impact the metrics and performance of the entire contact center.
You will learn how to:
See which inquiries are impacting the overall contact center metrics
Discover the span of agent & performance for those inquiries
Identify high and lower performing agents
Create a plan to address the opportunities and track progress
Step 1 - Identify Opportunities
From the Homepage Dashboard, click on the Metrics page.
On the filers side panel (left of screen) click on the second bottom button, to see the detailed view for the metrics page.
Scroll down to the Inquiry impact on Average Handle Time view.
This chart shows you which inquiries are impacting your overall metrics. The default is Average Handle Time, however you can change the metric in the Filter Section.
Select which metric you’re interested in and click Apply filters.
For the purpose of this training, let’s focus on which inquiries are impacting Average Handle Time the most.
The bars on the right hand side of the chart represent the inquiries which are driving overall Average Handle Time up the most, the bars on the left show which inquiries are bringing overall Average Handle Time down.
In this example, when customers call because they're having an issue, ‘Logging into my Internet Banking/App’ is driving AHT up more than any other inquiry.
In this example, when customers call for a Routing & Accounting Number, it brings the overall AHT down for the center more than any other inquiry.
If all team leaders focused their coaching on ‘Logging into my Internet Banking/App’, it will bring the overall Average Handle Time down, the most for the contact center.
You can do this for any metric that you’re most interested in. Agent Effectiveness is the metric OI recommends to use because it represents where agents are struggling the most based on a cumulative analysis of AHT, Satisfaction and Resolution for 100% of interactions.
Action:
As a contact center leader, I’m going to create a continuous improvement initiative to focus on ‘Logging into my Internet Banking/App’ by having team leaders coach their agents for this inquiry type.
Step 2 - Identifying the Span of Agent Performance
From the dashboard, navigate to the Performance page.
Click ‘Show me how’ at the bottom of ‘Approach two: Review agent performance by metric’
You can now see all agents sorted by metric, the default metric is Average Handle Time (but you can change this).
Now, let’s apply filters to see performance for the inquiry type ‘Logging into my Internet Banking/App’.
Click on the filters bar on the left hand side of the screen.
Click on the icon with 3 horizontal lines.
You will now see the Filters screen.
Click inquiry and search for ‘Logging into my Internet Banking/App’.
Next, let’s change the ‘Metric’ to Agent Effectiveness. This is important because agents with the shortest Average Handle Time aren’t necessarily delivering the best service.
Agent effectiveness will show you, for this inquiry:
Your most effective agents (High FCR, High CSAT, Low AHT)
Your least effective agents (Low FCR, Low CSAT, High AHT)
Then click ‘Apply filters’.
You can now see agent performance for ‘Logging into my Internet Banking/App’, performance is ranked by Agent Effectiveness.
Your least effective agents will appear at the top of the chart and as you scroll down, you’ll find your more effective agents for this inquiry.
Create a plan and track progress
To recap, you now know:
‘Logging into my Internet Banking/App’ contacts are increasing AHT
You can see your least and most effective agents for this inquiry
OI can help you identify what your more effective agents are doing differently
You can then focus your coaching on the lowest 50% of performers (by name)
There are numerous ways that you can take action on this opportunity, but the winning playbook is to:
Document what your most effective agents are doing for this inquiry
Update process flows and training based on these insights
Brief your team leaders on the continuous improvement initiative
This is the inquiry we will be focusing on as a contact center
Here’s why that’s important (i.e. it will reduce our overall AHT)
We’ve updated KM and Training based on our top reps
We’re going to target our training for the next 90 days
Every team leader will measure their team’s progress via OI
Use the Metrics page to track overall progress (see below)
In the Metrics page, scroll down to ‘Metrics over time’
Using the Filters, select the inquiry you want to track.
You can now see the Metrics over time for that particular inquiry.
This gives you a management view of the metric for the focus inquiry and if it is getting better, worse or staying the same.
This can be communicated out to all teams on a weekly or monthly basis to continue to mobilize the continuous improvement initiative.