September 2023: The data behind agent performance
Agents are the heart beat of the contact center.
There's no denying that.
The #1 concern for contact center leaders is agent churn, according to answers from 300+ respondents, with a whopping 97% saying they're taking new steps to retain top agents.
How well you perform is entirely dependent on how well your agents perform.
But, let's face it. Being an agent is tough.
According to our State of Contact Center Conversation Intelligence report nearly one quarter of contact centers reported having mostly low performing agents, resulting in missed revenue, low productivity, and less than ideal CSAT.
Performance is entirely within your control, though.
We did an analysis of 300K+ customer conversations and found clear discrepancies between top and bottom performing agents. Our data analyst Sneha Iyer discusses them with me in our latest LinkedIn Live.
The key to understanding agent behavior is visibility. And the best way to gain visibility is by increasing QA volume.
This isn't just a tagline. We're backing this up with data.
Another analysis found that when QA volume increased, agent performance also improved by 20%. More visibility equals more clarity on where to focus training and coaching efforts, which lead to better outcomes.
It's no surprise either.
96% of contact center leaders agree conversation intelligence creates more transparency in their contact center, while 94% say it's improved better agent coaching and 92% responded it helps make them strategic business decisions.
And our conversation intelligence doesn't just benefit the business. There's a ton of value for agents. Our SVP of Product Vache Moroyan has outlined them here.
We'd love to hear about your agent programs. How are you training and retaining them? What are your best coaching tips? What are you doing to improve performance at scale?
Shoot me an email at michael.lowe@observe.ai if you're interested in sharing.
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Story of Transformation: ContactPoint 360
ContactPoint 360 is a BPO in Canada, servicing clients across North America. They provide top-tier customer support outsourcing solutions for brands across a wide range of industries.
When first interacting with Observe.AI, ContactPoint 360 communicated that they wanted to transform their manual QA model into a scalable, data-driven, automated approach.
After implementing Observe.AI, the team has been able to automate the evaluation of every question, saving 68 hours per month, enjoying a 77% increase in efficiency gains, and reducing compliance risk by 40%.
Interested in more on how they did it? Read the full story of transformation here.
Latest Webinar: Keys to High Performing Agents: An Analysis of 300K+ Contact Center Conversations
In a recent LinkedIn Live event, Observe.AI data analyst, Sneha Iyer , shares the most interesting findings across 300k contact center conversations analyzed. In this session, she shares a sneak peek at the data behind the findings—and what it means for contact center leaders looking to improve performance and outcomes.
Additional topics included:
Upset that you missed it? Don't worry, you can watch the full LinkedIn Live event here.
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Upcoming Contact Center Events
If you liked any of the content, have content you'd like to see, or would like to be featured on an upcoming webinar or LinkedIn Live event, the message Michael Lowe or email michael.lowe@observe.ai .
We hope you enjoyed it and see you next month!