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Contact center performance management leads to happier customers

Consultant Donna Fluss explains why contact center monitoring is mission-critical, and provides information to help organizations get started.

FROM THE ESSENTIAL GUIDE:

A guide to call center metrics

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Contact center performance management software and processes are mission-critical. CCPM captures and analyzes all aspects of a contact center's performance, and rapidly identifies when goals are not being met.

Contact center performance management (CCPM) software products deliver information on a historical, near-real-time and real-time basis, giving managers actionable data and insights that can be applied to address issues and prevent a problem from continuing or escalating.

For a CCPM offering to be effective and to deliver the desired results, it must be formalized along with processes that support the continuous monitoring, measurement and improvement of the contact center and all of the departments that it supports.

The performance management process

Performance management is intended to identify improvement opportunities and the actions that should be taken to address them. As illustrated in Figure 1, CCPM is an iterative, multistep process that begins with identifying, setting and communicating contact center goals. These goals should be aligned with corporate objectives.

Figure 1. The Contact Center Performance Management process.
Figure 1. The Contact Center Performance Management process.

Figure 2. A detailed explanation of how to automate the CCPM process, and how business goals are tied to the application.
Figure 2. A detailed explanation of how to automate the CCPM process, and how business goals are tied to the application.

Bottom line

CCPM applications are much more than sophisticated reporting tools. When used properly, they are highly analytical technologies that perform multidimensional correlation and other types of analysis to identify trends and patterns and advise on corrective actions. Making CCPM packages work requires a substantial investment and cultural changes in an organization, but once implemented, CCPM helps position management to continuously improve the performance of the contact center.

Illustrations courtesy of DMG Consulting LLC.

Donna Fluss is the founder and president of DMG Consulting LLC, a provider of contact center and analytics research, market analysis and consulting services.

This was last published in September 2012

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A guide to call center metrics

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