Maintain Laser Focus in 2023 with Contact Center Solution Software

Maintain Laser Focus in 2023 with Contact Center Solution Software

Create a Culture of Data Driven Improvement.

It’s 2023 and with the new year comes new challenges and opportunities for the contact center world! In the last several years, the world has seen a dramatic change in the workforce. Part of this change includes an increase in the amount of software that assists in creating the best environment for productivity and employee engagement. Forrester predicts that success in 2023 will be a matter of focus.

“…smart business leaders will resist knee-jerk reactions and keep a laser focus on their organizations’ mission and strengths.” Forrester

We propose that with the assistance of ClearView Dashboards, Gamification and Coaching, leaders will be armed with the tools to maintain that focus for themselves and their agents.

Dashboards are the vision board to communicate supervisor expectations, agent performance and company values. With the assistance of dashboards, organizations are given the tools to maintain focus on the goals from executive to agent level. With dashboards:

• Agents are given a clear view of their progress and performance right on their screen.
• Management has direct insight into the performance of their team in real-time.
• Executives have a pulse on the overall success of their supervisors.

Dashboards show the inner workings of the contact center and inspire productivity and engagement.

Gamification has been the talk of the town for a while now and for good reason. Creating a culture of growth, accountability and recognition should be a major focus for any contact center. Gamification features allow you to:

• Instantly reward agents for staying on task
• Turn best behaviors into habits
• Recognize and encourage good performance
• Motivate lower scoring agents
• Engage one on one
• Sustainably drive a culture of high expectations

By gamifying what’s most important to your organization, you’ll create the focus needed to see real growth in areas that make a difference.

Coaching is the most effective way to drive results and build agents, yet few organizations have invested in coaching tools (Forrester). Why make it hard to initiate such an effective program? Coaching tools with ClearView makes it easy to develop an environment of positive change.  Coaching reports allow supervisors to:

• Make quick notes
• Bookmark progress
• Set follow-ups
• Specify markers

Automatically alert supervisors when agent performance is falling out of objective and build more capable employees. With a clear focus of progress and high performance, ClearView Coaching makes it simple to adjust to agent development.

“Clearview Coaching drives a culture of high performance, engagement, and learning” (ClearView).

With a relative amount of uncertainty that the world is facing in 2023, keeping a laser focus on your company objectives and mission is a solid strategy to navigate through it all. Dashboards, Gamification and Coaching are great places to start for any organization wanting to see real progress this year. Reach goals with the assistance of performance management software from ClearView.