Here you'll find personal commentary and current opinions from thought leaders within the Contact Centre industry.
The blogs do not necessarily reflect the current position held by Sabio. Please get in touch for our latest best practice, benchmarking and recommendations.
1. Make sure it's easy for agents to access their own Performance Management information – Effective performance management is all about driving the right behaviours, which in turn will help improve overall performance levels. That's why it's critical for agents to have easy access to information on how they're delivering against their individual performance targets – not just at the end of the month but on an ongoing basis.
Given Sabio's focus on integrated multi-channel service delivery, it's important that we're always up to speed with all the latest devices and their capabilities. At least that's what I told myself when I treated myself to an Apple Watch recently!
Being aware of a customer's context and providing appropriate support for customers at each stage of their engagement with a business is now more crucial than ever before. Yet with digital engagement exploding in recent times, it is now more difficult than ever for businesses to accurately track customer journeys across all available communication channels - let alone support them effectively.
At Sabio we believe that traditional contact centre metrics such as Average Handling Time are increasingly becoming a barrier to exceptional contact centre performance. It's time that organisations shifted their focus towards more relevant, customer-focused metrics and KPIs.