NEW Ways to Supercharge Contact Center FCR and AHT Performance


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I’ve been amazed at some of the new ways to drive agent performance in contact centers. Common KPIs like First Contact Resolution (FCR) and Average Handle Time (AHT) might be common KPIs but they ways they are being improved upon are very dynamic.

As Artificial Intelligence continues to pour its way into the contact center industry, I suspect there will be more opportunities for you to supercharge your KPIs.

Here’s an edited transcript of an interview I had with one solution to watch. You can also learn even more by attending the webinar: How to Supercharge Contact Center Agent Performance, Onsite & @Home

Jim Rembach: Hey, this is Jim with the Fast Leader Show and Call Center Coach and I’m here at Customer Contact Week with my good buddy Ken Goldberg of amplifAI, it was really good to see here. Now, I think you guys have had some really exciting news and happenings that are going on, tell us a little bit about that.

Ken Goldberg: Yeah, thank you. Things are going very well for us. We’re growing fast. Lot of interest in our platform. Recently one of our BPO customers did a case study. And as you know about half of our customers come through BPO’s. They did a case study and they looked at the performance and sort of their agent productivity, with the amplifAI platform and without. And what they found was really interesting. They found that they’re getting 30% better first call resolution (FCR) with the platform verses without. But not only that they’re also getting reduced average call handling (ACH) time 20% plus improvement in AHT.

Jim Rembach: Now, you and I know that focusing in on just those metrics and managing those metrics is not where performance and change comes from. So, what data are you looking at in order to help drive that kind of performance.

Ken Goldberg: Yeah, well it’s really all about driving the frequency and the effectiveness of the coaching. And with our platform there’s really three parts that. The first part is gathering all that data. Supervisors today are just inundated with lots and lots of data. So, we take all that data from all the systems and we put that all together, integrate it, analyze it and we can show that the visualization of that for the supervisors as well the agents and the executives. They can all see that but then with that data we look what are the key metrics that the company and the customers want to want to track and monitor.

The second thing is really about the actions that you drive and trying to increase the frequency and effectiveness of the coaching. You do that by driving the right actions based on those metrics and based on the performance of those agents. And so, we look kind of a bell curve, if you will, think about kind of the bell curve of your best performers, mid-performers, and lower-performers.

And we’ll analyze the performance and drive very specific actions for which agency to get coached. When, how, and on what specific skills and behaviors. And so, with all that coaching it sort of drives the work flow. So, you drive that kind of action list of coaching and then follow up activities, recognition. If those agents are achieving their commitments or even their goals, then they’ll get recognition. They may get incentives and so they’ll keep improving their productivity and performance.

The last thing though is about empowering the agents. We can drive specific micro-learnings for do-it-yourself learning to those agents. And that’s really key that they can actually take those micro-learnings based on specific skills of the better performers. We’ll even take clips of voice from those better performers, so they can learn from top-performing agents. So those things are very key.

Jim Rembach: As you’re talking, I start thinking about one thing I think a lot of organizations struggle with and that is data, right. Data integration and systems integration. Because often times it’s not just one system that they’re working with its multiple systems. And even when you start talking about if it’s a BPO they have client systems. I mean there’s all kinds of different systems and disparate data out all over the place. How are you actually solving for that problem?

Ken Goldberg: Our customers will typically have many different systems from CRM to ACD to WFO systems and Quality Monitoring all that. So, we take all that data we’ll integrate it. And so, it could be we integrate with dozens of different systems and know we’re partnering even more closely with a lot of those other vendors. So, companies like Amazon Connect, Salesforce, Zendesk, and Five9. Some of our key partners that we’re integrating with even tighter. And then you’re gonna see some more partnerships coming soon.

Jim Rembach: Ken, I appreciate you sharing your knowledge and wisdom. How to people learn more?

Ken Goldberg: Yes, thanks very much. You go to our website at amplifAI and that’s AI at the end, dot com. And just reach out, happy to talk to you.

Jim Rembach: Thanks, we wish you the very best.

Republished with author's permission from original post.

Jim Rembach
Jim Rembach is recognized as a Top 50 Thought Leader and CX Influencer. He's a certified Emotional Intelligence practitioner and host of the Fast Leader Show podcast and president of Call Center Coach, the world's only virtual blended learning academy for contact center supervisors and emerging supervisors. He’s a founding member of the Customer Experience Professionals Association’s CX Expert Panel, Advisory Board Member for Customer Value Creation International (CVCI), and Advisory Board Member for CX University.


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