How to Achieve CX & Contact Center Performance Optimization

Today’s contact center operates in a dynamic, customer-centric environment. There are many moving parts in the engine that is the contact center, which is why it’s important to review contact center performance from a holistic view which understands and acknowledges how every part is connected to each other. It’s also important to understand how each department should be working together in a well-defined continuous feedback loop, which is crucial for continuous improvement in contact centers.

In my decades of industry experience and 12 years of consulting under CHCG, I have found that many contact center leaders are facing at least one of these common issues:

• Performance management issues – many are experiencing painful challenges in important KPIs such as SLAs, utilization rate, cost per contact, etc.
• Non-optimized technology – many are either aging out of their existing technology or have identified a critical gap in features. Both situations have cause caused them to re-evaluate their technology stack and determine how to optimize it, align it with their contact center operations, and/or select a new technology vendor.
• Lack of awareness – many are unsure of how their current business practices align with industry best practices and if they are operating as efficiently as they can be. These clients are looking for an unbiased partner to help evaluate their operations and provide effective contact center solutions.

I get it. It’s difficult to see the bigger picture when you are in the trenches day in and day out. However, when you do not have an accurate understanding of where your business is at and are not able to clearly define your desired future state, you will likely deploy ineffective strategies and initiatives that will further frustrate your workforce and bottom line.

What’s CH Consulting Group’s answer to achieving CX & Contact Center Performance Optimization? You need to start with implementing a 360 View Contact Center Assessment. This article delves into the myriad benefits of utilizing such a holistic approach.

Understanding the 360° View Contact Center Assessment

A 360° View Contact Center Assessment is a comprehensive, multi-source feedback program that evaluates the contact center from every angle to provide effective solutions. This includes a review of key areas in contact center performance such as Workforce Management (WFM), Quality Assurance (QA), Floor Operations, Training, Data & Reporting, Technology, etc.
A 360° view gives you the ability to see everything around you from all vantage points, which is why we gave one of our most valuable services the name of 360° View Assessment. This assessment is all about thoroughly reviewing your business, and determining exactly where you are as an organization today. This includes looking at critical aspects of your business such as operations (onboarding, training, workforce management, quality assurance, etc.), technology, sales and marketing, and business development. From there, it is key to analyze and synthesize the collected findings to develop effective contact center solutions. The data analysis should lead to mapping out a strategic roadmap to help bridge the gap between your current state and your desired future state vision. The strategic roadmap is a highly valuable document for your organization, including our recommendations surrounding strategy with both quick win and long-term initiatives, timelines, resources, and execution.

Benefits of a 360° View Contact Center Assessment

• Comprehensive Feedback: The 360-degree approach gathers a vast amount of objective data to gauge contact center performance, identify weaknesses and threats, and develop customized solutions that are aligned with business needs.

• Improved ROI: When my team and I do these 360° View Contact Center Assessments, I am proud to say that our ROI-based approach shows that our recommendations save our clients hundreds of thousands, if not, millions of dollars in contact center performance optimization opportunities.

• Tech Optimization Recommendations and Validation: My tech experts provide detailed insights into the current technology stack’s effectiveness, highlighting areas that require upgrades or validation of existing tools. By focusing on technological efficiency and integration, companies can ensure their contact centers are equipped with the most suitable and advanced technologies to enhance overall performance and customer satisfaction.

• Improved Employee Performance: Identifying specific areas for improvement and strengths allows for targeted development plans. This personalization in feedback and subsequent action plans drives better employee performance over time.

A 360° View Contact Center assessment offers a myriad of benefits that can significantly enhance the performance of contact center employees, improve team dynamics, increase customer satisfaction, and contribute to the strategic growth of the organization. Embracing this approach can transform the feedback culture within a contact center, paving the way for continuous improvement and excellence. If done correctly, continuous improvement in contact centers is no longer an elusive dream, but a tangible reality that can be clearly documented and executed.

Are you considering CHCG’s 360° View Assessment as the next step for your business? My team and I would love to help. I ask that we spend some time over the phone so I can learn more about your business, its challenges, and your goals. From there, I can provide you with a detailed and customized scope of work based on your needs. You can give me a call at 218-286-4006 or drop me a line at [email protected] to ask questions or get the ball rolling.