Real-Time Performance Management

 

While the classic performance management helps managers to plan the long-term strategy based on historical data, the real-time performance management ensures that the customers are treated very well every moment. Real-time or near real-time monitoring of people and technology resources that are responsible for customer experience is a must to ensure smoother experience for the customers during every contact.

Sometimes historical data can be very deceptive. For example, certain KPIs such as ‘Service Level %’ and ‘Avg Abandon Calls’ may be meeting target on a daily basis, but may be breaching target many times on an hourly basis in a day. Such KPIs can be tightly managed only if there is a systematic program for real-time performance management to prevent problems proactively.

Metrica’s Unified CEA solution provides the following solutions for real-time performance management:

RTView

RTView provides the real-time view of the queues. As many as 14 metrics can be monitored in real-time using RTView for several queues simultaneously. This is a very good tool for the command center staff and supervisors who are responsible for driving performance. It helps them fine tune the staffing and technology resources in real-time

  


MyReflector

MyReflector is the real-time dashboard for the agents. The agents get to know about their own performance and their ranking with respect to the rest of the team members in real-time. Various metrics such as AHT, # Calls, FTR, Quality Score etc. as well as qualitative feedback from quality executives can be routed to the agent’s desk-top directly for self-correction in real-time using a browser based solution.

 

 

Alerts

The managers can set targets for the chosen KPIs so that performance can be tracked every moment. If the target is not met, the system can send an alert via email or SMS to the right stakeholder.

IVR & Website

Several real-time metrics from IVR and Website also can be distributed to the stakeholders in real-time. For example, a CSAT survey results at the end of every call to the contact center or every visit to the website can be captured and reported in real-time.

Integration with Display Systems

Unified CEA framework integrates with the display systems to drive the customer experience KPIs. The plasma / LCD screens are leveraged very well as a powerful workforce communication method through the data integration and screen customization / design tools in the CEA framework.

 

 

Benefits of the display system are :

  • Quick & high impact communication to all the customer service stakeholders
  • Higher Productivity
    - Align the workforce with corporate goals & management expectations dynamically
    - Real-time performance updates
  • Easy reach
    - Gets the message across to the employees wherever they are: at the desk, break rooms, cafeteria, lobbies, meeting rooms etc.
  • Clean office : No more posters, fliers, printing & wastage of money
  • Live TV feed keeps the workforce fresh and energized