How to Measure Performance and Incentivize Agents in the Digital Transformation

How to Measure Performance and Incentivize Agents in the Digital Transformation

What is with the change of a ‘call center’ to a ‘contact center’ you may ask? Customer support is no longer just calls. They also have chat boxes, email features, information request features that allow customers to have different channels to get in touch with the customer care team. Because there are different modes of communication happening in a contact center, it is crucial to be able to track these as individual’s metrics, but also how they all come together to show a beneficial center.

Now that most companies have these diverse ways of speaking with their customers, this offers a unique digital problem. How do they track each form of communication and bring them all together to make sense? CXone Performance Management system brings together all data and shares them in a way that is simple and easy to understand. Dashboards, wallboards and gamification features not only share with agents and supervisors how things are going, but also motivates them to do better.

Gamification doesn’t just work with calls – any measurement of KPI’s can be turned into a game. This means that employees who are working on messaging with customers rather than directly on the phone are still able to earn coins and badges so that they are able to use the marketplace. Consistency with games and races creates a space of excitement and involvement that contact center employees require in order to keep seats filled within a contact center.

Companies oftentimes have agents who work in different positions within the company. Depending on the shift, employees can work phones one day, and online chat the next. With CXone Performance Management, dashboards are adjustable for every individual in the contact center. This way, they are able to track different metrics depending on the tasks at hand that day. They can change dashboards with a simple click of the mouse, so they are able to go from their call dashboard over to their messaging dashboard in seconds. With simplistic capabilities that all can understand, CXone Performance Management makes sense for all types of contact centers.

The digital transformation doesn’t have to make things more complex – in fact, it should make life easier. With the capabilities of a product that easily tracks all metrics in a contact center and engages agents at the same time, the digital transformation can be blissful. The integration of these key elements can take a contact center from scattered and detached to unified and collected.