3 Ways Analytics Improve Contact Center Agent Engagement and Performance

Real time data is one of the best ways to give customers excellent service, create brand loyalty and increase revenue. Ultimately, real time data makes it easier for agents to do their job, and when agents perform well (and are recognized for it), they stay interested and engaged with their job. Real time data can also assess how an agent is handling a call while the call is in progress, giving management the opportunity to pinpoint the agents who are exceeding expectations as well as those who need additional training.

  1. Find the agents who need more coaching and training.

Customers don’t tend to stick with brands that offer less-than-par customer service, which is why contact centers can’t afford to let under-performing agents go undetected. Analytics can provide management with performance feedback, which can then be used to identify which agents need extra help. Finding the agents who need additional training isn’t about weeding out the “bad” ones, but instead about providing necessary support and encouragement to the agents who need it most.

  1. Give agents empowering, actionable information.

When customer data is delivered to the agent, it can be used to provide the best, most customized service possible. The more information agents have to work with, the more empowered they’ll be when communicating with a customer. This information includes what the customer did before the interaction as well as during and after the interaction. Knowing exactly what a customer does and says lets agents proactively and accurately respond.

  1. Course-correct during a conversation.

Interaction analytics provide agents with much needed advice and direction when they’re mid-communication with a customer. Agents can receive prompts and advice about what to do or say next, allowing them to correct their behavior right away. Through continual improvement, agents will eventually reach a higher level of competence that makes solving customer problems much more seamless.

In order to use real time data to your advantage, it has to be collected, assessed and acted on as soon as possible. The point of real time data is to find out what’s happening now – if you wait to act on it, you’ll miss a big opportunity. On the flip side, even if you’re ready to act on data in-the-moment, it won’t make a difference if you’re not collecting and assessing the right type of real time data.