18 Tips to Maximize Small Contact Center Productivity

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18 Tips to Maximize Small Contact Center Productivity


Insight from our March 29, 2016 #ICMIchat


Q1: What’s the best way to measure productivity in the

contact center?


Defining & Measuring Productivity

Tip #1: Remember no one metric tells the full story.



Tip #2: If you don’t use it, don’t measure it.



Tip #3: Focus on the team.


Q2: Is it more or less difficult to achieve productivity goals in a small contact center? Why?


Is Productivity Tougher to Achieve in a Small Contact Center?

Tip #4: Set realistic goals.



Tip #5: Use size to your advantage.



Tip #6: Choose to focus on the positive.


Q3:How can small contact centers incorporate regular training

without negatively impacting productivity?


How to Make Training a Priority, Not a Productivity Killer

Tip #7: Consider On Demand options.



Tip #8: Be intentional about incorporating training in the day-to-day.



Tip #9: Utilize real-time customer interactions.


Q4:What’s one tool/technique/policy you’ve

used to help your employees stay focused?


How to Help Employees Stay Focused

Tip #10: Don’t force multitasking.



Tip #11: Use gamification to regularly reward & acknowledge small wins.



Tip #12: Leverage the Socratic Method.


Q5: Blocking social media in the contact center: needed for

productivity, or culture & morale killer? Why?


Tackling Personal Social Media Use in the Contact Center

Tip #13: Address the root of the problem, not the symptoms.



Tip #14: Train your employees to use social responsibly.



Tip #15: Trust your team to do the right thing.


Q6: What’s the best way to handle time off requests fairly in

a small contact center?


Handling Time Off Requests in a Small Contact Center

Tip #16: Let your agents work together to manage scheduling.



Tip #17: Adopt a straightforward PTO policy—first come, first served.



Tip #18: Train & equip agents to handle absences seamlessly.


Join us next time!


Check out our forum for a full recap: http://ubm.io/1RzMpI4

http://ubm.io/1RzMpI4

Leadership & Management

18 Tips to Maximize Small Contact Center Productivity