You will also be able to
Posted: Sat Feb 22, 2025 4:09 am
ooner or later, any contact center manager asks the question, “How can I make my employees more efficient?” After all, according to Zippia, 64% of employees admit that they visit websites unrelated to work every day, and less than 60% of the working day is spent on productive work.
It is worth considering that employees, especially in a contact center, where they need to be focused all the time and quickly respond to customer requests with high quality, are one of the most expensive resources, and their inefficiency can become a problem for any company.
In this article, we would india mobile phone numbers database like to share tips and useful tools for increasing the efficiency of CC employees without unnecessary costs and time for implementation.
Why is it important to organize the management of employees' work in the contact center
With proper work process management, you will be able to not only improve overall performance indicators, but also employee motivation (you must admit, it’s nice to check off a completed task).
obtain predictable results from managers’ work, since employees will adhere to the established KPI;
find areas for staff growth and help them develop faster;
to form a stable quality of work and meet deadlines;
promptly identify employee errors and problems at an early stage.
Basic tools for managing work processes in the CC from LiveTex
In this section we have briefly described the most effective (in our opinion
) methods of managing the work of employees for a contact center.
Establishing KPIs and ensuring transparent reporting for the contact center
Clear and achievable KPIs are already 50% of success. With their help, most employees will work more efficiently, as they will understand that the fulfillment of indicators directly affects their salary. However, money does not always motivate, you can also add non-material rewards: an honor board, symbolic gifts or certificates, etc. It is best to directly ask your employees what else motivates them.
It is worth considering that employees, especially in a contact center, where they need to be focused all the time and quickly respond to customer requests with high quality, are one of the most expensive resources, and their inefficiency can become a problem for any company.
In this article, we would india mobile phone numbers database like to share tips and useful tools for increasing the efficiency of CC employees without unnecessary costs and time for implementation.
Why is it important to organize the management of employees' work in the contact center
With proper work process management, you will be able to not only improve overall performance indicators, but also employee motivation (you must admit, it’s nice to check off a completed task).
obtain predictable results from managers’ work, since employees will adhere to the established KPI;
find areas for staff growth and help them develop faster;
to form a stable quality of work and meet deadlines;
promptly identify employee errors and problems at an early stage.
Basic tools for managing work processes in the CC from LiveTex
In this section we have briefly described the most effective (in our opinion
) methods of managing the work of employees for a contact center.Establishing KPIs and ensuring transparent reporting for the contact center
Clear and achievable KPIs are already 50% of success. With their help, most employees will work more efficiently, as they will understand that the fulfillment of indicators directly affects their salary. However, money does not always motivate, you can also add non-material rewards: an honor board, symbolic gifts or certificates, etc. It is best to directly ask your employees what else motivates them.