quiq.com
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Submitted URL: http://em.goquiq.com/dc/1cbJls5gPDKw2JGIvpUh91U6xx9XIwMB0QGZnorCUlpuG16hT5D0ID-lNOyGJ0DiTi7ydOpXu2al1hNISc1hHhlihxvO6...
Effective URL: https://quiq.com/blog/leveraging-agent-insights-to-boost-efficiency-and-performance/?utm_campaign=emailblast&utm_...
Submission: On March 29 via api from US — Scanned from DE
Effective URL: https://quiq.com/blog/leveraging-agent-insights-to-boost-efficiency-and-performance/?utm_campaign=emailblast&utm_...
Submission: On March 29 via api from US — Scanned from DE
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vuidCollects data on the user's visits to the website, such as which pages
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aka_debugUsed by Vimeo to track usage of their embedded video player.
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__fxPending
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lastExternalReferrerDetects how the user reached the website by
registering their last URL-address.
Expiry: PersistentType: HTML
lastExternalReferrerTimeDetects how the user reached the website by
registering their last URL-address.
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_fbpUsed by Facebook to deliver a series of advertisement products such as
real time bidding from third party advertisers.
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_session_idStores visitors' navigation by registering landing pages - This
allows the website to present relevant products and/or measure their
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IDEUsed by Google DoubleClick to register and report the website user's
actions after viewing or clicking one of the advertiser's ads with the
purpose of measuring the efficacy of an ad and to present targeted ads to
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pagead/landingCollects data on visitor behaviour from multiple websites,
in order to present more relevant advertisement - This also allows the
website to limit the number of times that they are shown the same
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use of embedded services.
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#-#Pending
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iU5q-!O9@$Registers a unique ID to keep statistics of what videos from
YouTube the user has seen.
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LAST_RESULT_ENTRY_KEYUsed to track user’s interaction with embedded
content.
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LogsDatabaseV2:V#||LogsRequestsStorePending
Expiry: PersistentType: IDB
remote_sidNecessary for the implementation and functionality of YouTube
video-content on the website.
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TESTCOOKIESENABLEDUsed to track user’s interaction with embedded content.
Expiry: 1 dayType: HTTP
VISITOR_INFO1_LIVETries to estimate the users' bandwidth on pages with
integrated YouTube videos.
Expiry: 180 daysType: HTTP
VISITOR_PRIVACY_METADATAStores the user's cookie consent state for the
current domain
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YSCRegisters a unique ID to keep statistics of what videos from YouTube
the user has seen.
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ytidb::LAST_RESULT_ENTRY_KEYStores the user's video player preferences
using embedded YouTube video
Expiry: PersistentType: HTML
YtIdbMeta#databasesUsed to track user’s interaction with embedded content.
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yt-remote-cast-availableStores the user's video player preferences using
embedded YouTube video
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yt-remote-cast-installedStores the user's video player preferences using
embedded YouTube video
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using embedded YouTube video
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embedded YouTube video
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using embedded YouTube video
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afl_wc_utm_utm_visitPending
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LEVERAGING AGENT INSIGHTS TO BOOST EFFICIENCY AND PERFORMANCE
The Quiq Team
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February 15, 2024
7 min read
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In the ever-evolving customer service landscape, the role of contact center
agents cannot be overstated. As the frontline representatives of a company,
their performance directly impacts the quality of customer experience,
influencing customer loyalty and brand reputation.
However, the traditional approach to managing agent performance – relying on
periodic reviews and supervisor observations – has given way to a more
sophisticated, data-driven strategy. For this reason, managing agent performance
with a method that leverages the rich data generated by agent interactions to
enhance service delivery, agent satisfaction, and operational efficiency is
becoming more important all the time.
This article delves into this approach. We’ll begin by examining its benefits
from three critical perspectives – the customer, the agent, and the contact
center manager – before turning to a more granular breakdown of how you can
leverage it in your contact center.
Table of Contents
Toggle
* Why is it Important to Manage Agent Performance with Insights?
* It’s Good for the Customers
* It’s Good for the Agents
* It’s Good for Contact Center Managers
* How to Use Agent Insights to Manage Performance
* Managing Agent Availability
* Managing Agent Workload
* Managing Agent Efficiency
* The Modern Approach to Managing Agents
WHY IS IT IMPORTANT TO MANAGE AGENT PERFORMANCE WITH INSIGHTS?
First, let’s start by justifying this project. While it’s true that very few
people today would doubt the need to track some data related to what agents are
doing all day, it’s still worth saying a few words about why it really is a
crucial part of running a contact center.
To do this, we’ll focus on how three groups are impacted when agent performance
is managed through insights: customers, the agents themselves, and contact
center managers.
IT’S GOOD FOR THE CUSTOMERS
The primary beneficiary of improved agent performance is the customer. Contact
centers can tailor their service strategies by analyzing agent metrics to better
meet customer needs and preferences. This data-driven approach allows for
identifying common issues, customer pain points, and trends in customer
behavior, enabling more personalized and effective interactions.
As agents become more adept at addressing customer needs swiftly and accurately,
customer satisfaction levels rise. This enhances the individual customer’s
experience and boosts the overall perception of the brand, fostering loyalty and
encouraging positive word-of-mouth.
IT’S GOOD FOR THE AGENTS
Agents stand to gain immensely from a management strategy focused on data-driven
insights. Firstly, performance feedback based on concrete metrics rather than
subjective assessments leads to a fairer, more transparent work environment.
Agents receive specific, actionable feedback that helps them understand their
strengths and which areas need improvement. This can be incredibly motivating
and can drive them to begin proactively bolstering their skills.
Furthermore, insights from performance data can inform targeted training and
development programs. For instance, if data indicates that an agent excels in
handling certain inquiries but struggles with others, their manager can provide
personalized training to bridge this gap. This helps agents grow professionally
and increases their job satisfaction as they become more competent and confident
in their roles.
IT’S GOOD FOR CONTACT CENTER MANAGERS
For those in charge of overseeing contact centers, managing agents through
insights into their performance offers a powerful tool for cultivating
operational excellence. It enables a more strategic approach to workforce
management, where decisions are informed by data rather than gut feeling.
Managers can identify high performers and understand the behaviors that lead to
success, allowing them to replicate these practices across the team.
Intriguingly, this same mechanism is also at play in the efficiency boost seen
by contact centers that adopt generative AI. When such centers train a model on
the interactions of their best agents, the knowledge in those agents’ heads can
be incorporated into the algorithm and utilized by much more junior agents.
The insights-driven approach also aids in resource allocation. By understanding
the strengths and weaknesses of their team, managers can assign agents to the
tasks they are most suited for, optimizing the center’s overall performance.
Additionally, insights into agent performance can highlight systemic issues or
training gaps, providing managers with the opportunity to make structural
changes that enhance efficiency and effectiveness.
Moreover, using agent insights for performance management supports a culture of
continuous improvement. It encourages a feedback loop where agents are
continually assessed, supported, and developed, driving the entire team towards
higher performance standards. This improves the customer experience and
contributes to a positive working environment where agents feel valued and
empowered.
In summary, managing performance by tracking agent metrics is a holistic
strategy that enhances the customer experience, supports agent development, and
empowers managers to make informed decisions.
It fosters a culture of transparency, accountability, and continuous
improvement, leading to operational excellence and elevated service standards in
the contact center.
HOW TO USE AGENT INSIGHTS TO MANAGE PERFORMANCE
Now that we know what all the fuss is about, let’s turn to addressing our main
question: how to use agent insights to correct, fine-tune, and optimize agent
performance. This discussion will center specifically around Quiq’s Agent
Insights tool, which is a best-in-class analytics offering that makes it easy to
figure out what your agents are doing, where they could improve, and how that
ultimately impacts the customers you serve.
MANAGING AGENT AVAILABILITY
To begin with, you need a way of understanding when your agents are free to
handle an issue and when they’re preoccupied with other work. The three basic
statuses an agent can have are “available,” “current conversations” (i.e. only
working on the current batch of conversations), and “unavailable.” All three of
these can be seen through Agent Insights, which allows you to select from over
50 different metrics, customizing and saving different views as you see fit.
The underlying metrics that go into understanding this dimension of agent
performance are, of course, time-based. In essence, you want to evaluate the
ratios between four quantities: the time the agent is available, the time the
agent is online, the time the agent spends in a conversation, and the time an
agent is unavailable.
As you’re no doubt aware, you don’t necessarily want to maximize the amount of
time an agent spends in conversations, as this can quickly lead to burnout.
Rather, you want to use these insights into agent performance to strike the
best, most productive balance possible.
MANAGING AGENT WORKLOAD
A related phenomenon you want to understand is the kind of workload your agents
are operating under. The five metrics that underpin this are:
1. Availability
2. Number of completions per hour your agents are managing
3. Overall utilization (i.e. the percentage of an agent’s available
conversation limit they have filled in a given period).
4. Average workload
5. The amount of time agents spend waiting for a customer response.
All of this can be seen in Agent Insights. This view allows you to do many
things to hone in on specific parts of your operation. You can sort by the
amount of time your agents spend waiting for a reply from a customer, for
example, or segment agents by e.g. role. If you’re seeing high waiting and low
utilization, that means you are overstaffed and should probably have fewer
agents.
If you’re seeing high waiting and high utilization, by contrast, you should make
sure your agents know inactive conversations should be marked appropriately.
As with the previous section, you’re not necessarily looking to minimize
availability or maximize completions per hour. You want to make sure that agents
are working at a comfortable pace, and that they have time between issues to
reflect on how they’re doing and think about whether they want to change
anything in their approach.
But with proper data-driven insights, you can do much more to ensure your agents
have the space they need to function optimally.
MANAGING AGENT EFFICIENCY
Speaking of functioning optimally, the last thing we want to examine is agent
efficiency. By using Agent Insights, we can answer questions such as how well
new agents are adjusting to their roles, how well your teams are working
together, and how you can boost each agent’s output (without working them too
hard).
The field of contact center analytics is large, but in the context of agent
efficiency, you’ll want to examine metrics like completion rate, completions per
hour, reopen rate, missed response rate, missed invitation rate, and any
feedback customers have left after interacting with your agents.
This will give you an unprecedented peek into the moment-by-moment actions
agents are taking, and furnish you with the hard facts you need to help them
streamline their procedures. Imagine, for example, you’re seeing a lot of
keyboard usage. This means the agent is probably not operating as efficiently as
they could be, and you might be able to boost their numbers by training them to
utilize Quiq’s Snippets tool.
Or, perhaps you’re seeing a remarkably high rate of clipboard usage. In that
case, you’d want to look over the clipboard messages your agents are using and
consider turning them into snippets, where they’d be available to everyone.
THE MODERN APPROACH TO MANAGING AGENTS
Embracing agent insights for performance management marks a transformative step
towards achieving operational excellence in contact centers. This data-driven
approach not only elevates the customer service experience but also fosters a
culture of continuous improvement and empowerment among agents.
By leveraging tools like Quiq’s Agent Insights, managers can unlock a
comprehensive understanding of agent availability, workload, and efficiency,
enabling informed decisions that benefit both the customer and the service team.
If you’re intrigued by the possibilities, contact us to schedule a demo today!
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Table of Contents
×
* Why is it Important to Manage Agent Performance with Insights?
* It’s Good for the Customers
* It’s Good for the Agents
* It’s Good for Contact Center Managers
* How to Use Agent Insights to Manage Performance
* Managing Agent Availability
* Managing Agent Workload
* Managing Agent Efficiency
* The Modern Approach to Managing Agents
→ Index
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