28 tips for a more efficient contact center

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28 Tips for a More Efficient Contact Center


Insight from our July 19, 2016 #ICMIchat


Q1: Which metrics are the best indicators of employee efficiency

in the contact center?


Agent Efficiency Metrics


Q2: Have you seen any negative consequences of placing too much emphasis on efficiency metrics? If

so, what?


Unintended Negative Consequences of Efficiency Metrics


Q3: What are some of the biggest threats to agent productivity?


Threats to Agent Productivity


Q4: Are employees on your team disciplined for missed

efficiency/productivity goals? How?


Correcting Inefficient Behaviors


Q5: Does your company incentivize employees for hitting

efficiency measures? If so, how? If not, why not?


Incentive Programs


Q6: How can contact centers permit flexibility without harming

efficiency?


Balancing Flexibility & Efficiency


Q7: What are some practical ways to improve efficiency in the

contact center?


Ways to Improve Contact Center Efficiency


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