Revolutionizing Agent Engagement with ClearView

Boosting Efficiency and Empowering Agents

In the fast-paced world of customer service, agent engagement is a pressing concern for many businesses. The challenge of motivating agents to perform at their best while also efficiently tracking their progress has often led to suboptimal results. Today, we explore how ClearView, a cutting-edge performance management solution, is addressing this challenge and revolutionizing agent engagement for the better.

The Current Issue

Low agent engagement is a pervasive problem in the customer service industry. Agents frequently struggle to focus on the areas that require their attention, leading to a less-than-optimal customer experience. They are continually seeking feedback on their performance, hoping to gauge how well they are doing. Additionally, it’s often challenging to determine precisely when and how an agent’s proficiency should be modified as they learn and grow.

Another significant issue is the inability to provide customers with easy access to their data and reporting information. Data is often scattered across different systems, making it difficult to consolidate and present in a user-friendly manner.

ClearView: Game-Changing Solution

In response to these challenges, ClearView offers a groundbreaking solution that addresses these issues head-on:

Gamification for Agent Engagement

One of the highlights of ClearView is its gamification feature. It encourages agents to “Invest in key Metrics and KPI’s” by introducing a points-based system. Agents can earn points for their performance and redeem them for incentives. This system is designed to keep agents motivated and actively engaged. Each agent has a customizable avatar, can earn awards, and even has the ability to challenge and place bets with their colleagues, all in the name of earning more points.

Automated Proficiency Changes

Managing agent proficiency can be a cumbersome task. ClearView simplifies this process with its Rules Engine. This feature automatically determines an agent’s proficiency based on their performance metrics. Agents are then assigned inbound calls based on this proficiency. This eliminates the need for constant management involvement, ensuring that the right agents are handling the right calls at the right time.

Real-time Performance Metrics

ClearView provides detailed real-time performance metrics for all key performance measures. This wealth of data empowers executives to make informed decisions. Furthermore, the platform offers Customer Specific Reporting and Permissions controls. This means that customers can either log in to access the data themselves or opt for automated reporting sent directly to them. This level of transparency and accessibility sets ClearView apart.

Measuring Success

The introduction of ClearView is expected to yield significant benefits. Here is a hypothetical breakdown of some of the benefits as they apply to improving operational efficiency:

Operational Efficiency Improvement

If your primary goal was to improve operational efficiency, let’s assume a 2% improvement is what we’re after. Defining everything that goes into “efficiency” can be difficult, but for this example, let’s use the following metrics: CPH (Calls Per Hour), AHT (Average Handle Time), ASA (Average Speed of Answer), Agent Utilization, CPC (Cost Per Call), Adherence%, Extended Follow Up, and ACW (After Call Work). The specific goals are as follows:

• CPH +2%
• AHT -2%
• ASA -2%
• Agent Utilization +2%
• CPC -2%
• Adherence% +2%
• Extended Follow Up -2%
• ACW -2%

Financial Impact

Let’s break down the potential financial impact of implementing ClearView Performance Management: Imagine you’ve got a team of 90 agents, and it costs you $3,400 per agent each month. If you could improve their operational efficiency by just 2%, that means you’d essentially get 1.8 agents’ worth of extra productivity from the same 90 people.

Now, if you were to hire more staff to achieve the same level of productivity, it would set you back $6,120 every month (1.8*$3400). But if we assume that ClearView costs $2,700 per month for your 90 agents, your monthly savings after the performance improves would be $3,420.

When you look at the yearly figures, the annual cost of ClearView is $43,200, and you’re saving $73,440 annually through performance improvements. So, your annual net savings come out to $30,240.

Conclusion

ClearView’s innovative approach to agent engagement, automated proficiency changes, and real-time performance metrics is poised to revolutionize the customer service industry. With a wide range of operational improvements, businesses can expect not only a boost in their bottom line but also happier, more motivated agents delivering an exceptional customer experience. While the financial investment is not negligible, the long-term benefits far outweigh the costs, making ClearView a compelling solution for businesses looking to take their customer service to the next level.