Using Metrics to Enrich the Customer Experience
Organizations are not capitalizing on existing resources to better prepare their front-line customer-serving employees, and that includes the use of existing data, according to a recent survey from NICE Systems. Clearly, IT departments play a prime role in helping their companies make the best use of all the metrics collected. These include data that track satisfaction levels among customers about their one-on-one interactions with support teams. But front-line managers frequently say the data is too complex, out-of-date and/or inaccurate, among other issues. Another problem: Far too few organizations are taking advantage of contests and gamification technologies to maximize front-line performance. Among other benefits, contests and games positively influence employee engagement. And NICE calculates that disengaged workers on the front lines of customer service will cost a typical contact center of 1,000 employees more than $2 million a year due to turnover and low productivity. More than 160 performance management professionals took part in the research.