Contact center performance can make or break your business. Even if they love your company or brand, 59 percent of U.S. consumers say they’ll shop elsewhere after several bad experiences, according to PwC. Seventeen percent will end the relationship after a single subpar experience.
That means your agents’ ability to deliver high-quality customer service is vital to your organization’s success. If you want to ensure your call/contact center supports exceptional experiences, you must start with the proper foundation: A contact center solution that collects and analyzes performance data.
Why measurement is essential for contact center performance management
It’s difficult to enhance your call center operations – and, by extension, CX – without laying the foundation first with proper data collection. Specifically, it’s hard to forecast future call volumes and staffing needs without historical data.
If you don’t forecast and end up understaffed, your customers will likely face longer wait times, have worse experiences, and potentially consider competitors. Conversely, if you have more agents than you need, you spend more than necessary on staffing.
Data gathering and analysis can also help predict the following, according to Talkdesk:
- The ratio of inbound to outbound call volume
- Staff absences (e.g., during the holiday season)
- Seasonal changes in demand
Anticipating fluctuations and trends in these categories can have a significant impact on customer service.
5 key benefits of contact center forecasting
A contact center solution that can perform historical data analysis and forecasting gives your business a boost in numerous ways. In addition to enhancing CX, here are some of the main advantages of contact center data collection and forecasting, according to Sprinklr and Dialpad.
- Reducing average wait times
- Informing recruitment efforts
- Preventing employee burnout
- Improving morale
- Containing operational costs by optimizing staffing
If you want to explore contact center performance management solutions, our technology advisors can help you efficiently identify offerings that align with your needs and goals. We have extensive experience assisting businesses across various verticals with call and contact center performance improvement.
With access to niche solutions, advanced tools for generating objective comparison matrices, and the latest market data, we can streamline the shopping process and save you dozens of hours. Our advisors can also arrange demos, handle supplier negotiations, and ensure deployment goes smoothly with white-glove project management services.
Take the first step toward better contact center performance today by calling 877-599-3999 or emailing sales@stratospherenetworks.com.
