3 Insights from CCW’s Performance and Metrics Study

Sarah’s customer service team has a performance problem.

As the new VP of Customer Service, Sarah wants her team to succeed—but the metrics she has in place aren’t adequately measuring performance. She realizes she needs to think smarter. Her team already has common metrics such as CSAT to first-call resolution in place, but Sarah is ready to explore new and improved ways to evaluate her team. She wants to look deeper at what’s really hindering her team from optimal performance.

When considering customer service performance, far too many leaders focus on finding the perfect definition of performance.

Forward-thinking leaders, like Sarah, are shifting their focus from rep productivity to serving and delivering value to customers. It’s time to pay attention to key metrics about meeting customer expectations.

CCW’s 2018 Performance and Metrics Market Study adopts this same perspective. The report explores how today’s contact centers evaluate performance and highlights key strategies to achieve customer service goals. Driven by research, case studies, and expert analysis, the report identifies measurement gaps, performance challenges, and agent “pain points.” Here’s a glimpse at three of the 15 key findings from the study.

Download a full copy of the report for a detailed blueprint for contact center performance and metrics success.

Knowledge management is a top priority

According to the report, a priority performance challenge for many contact center leaders includes a difficult knowledge management platform. More than 40% of leaders say that their knowledge base is hard to navigate and many systems are convoluted and complicated to use. As a consequence, customer service representatives don’t have instant access to the information they need to help customers.

Instead, they spend extra time and effort finding answers while customers wait on hold. This recurring event reduces customer satisfaction and increases rep frustration—a detriment to both job satisfaction and team performance.

We believe employees do their best work when they have on-demand access to answers. Read how one Lessonly customer uses smarter knowledge management to empower their team.

Training is key to reducing customer effort

CCW’s research also confirms that reducing customer effort is this year’s top objective for customer experience leaders. By understanding how customers feel about the contact center experience, organizations can identify—and seize—opportunities to reduce effort for future customers. Reps who ask the ask the wrong questions or share the wrong information only heighten customer frustration.

Additionally, as more organizations leverage digital channels and bots for simple transactions, they change the workflow for reps. Now, reps will be asked to handle more complex, unique, and unpredictable issues that require more relevant training. While there are a number of contributing factors to a  sub-optimal customer experience, 74% of organizations plan to improve customer service training in an attempt to address this issue and reduce customer effort.

Explore the impact of oncoming technology trends on customer service training in The Future of Customer Service ebook.

Rep happiness directly impacts performance

Elevating the rep experience represents one of the biggest priorities for customer service leaders for 2018. Recurring rep pain points considerably impact agent engagement and empowerment—which influences rep performance. Over 59% of companies say they frequently receive complaints from reps about disconnected systems.

If a company truly intends to reduce customer effort and increase satisfaction, it has to ensure that their systems help—rather than hinder—rep productivity and their ability to help customers. Therefore, identifying disconnected, unintuitive systems is an obvious step towards happier, more engaged agents.

Numerous contact centers use Lessonly for Chrome and Lessonly for Zendesk to suggest training lessons and other information in real-time to help agents address customer concerns.

Today’s customer service leaders have the opportunity to drive contact center performance like never before. By providing their teams with a central source of truth, focusing on important training, and improving agent satisfaction, leaders will be well down the path to improved productivity. Find more of CCW’s key findings and practical tips here.

Drive customer service performance with Lessonly

Lessonly is designed to help contact center reps learn, practice, and perform at the highest level. Our online training software delivers 40% higher productivity, 67% faster onboarding, 200% improved NPS, and most of all—happier customers. Learn more by taking a tour of Lessonly today.

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