How to Set the Right Contact Center Goals for 2019
Another year over, and a new one just begun.
Some time amidst the higher caller traffic that often greets contact centers in December, it’s important for managers to start thinking about the future. What did you do well in 2018, and where do opportunities exist for improvement in 2019?
It’s a tough process to start, but it’s essential for the continued growth and prosperity of your business. The specifics will be different at every contact center, but following these general guidelines could help you set the right goals.
- What Will Boost Productivity?
This is what it’s all about – getting more out of your current resources, and/or adding resources that will make a positive difference. Is this the year to add workforce management? If you have WFM, is it time to think about speech analytics? Also, how can you optimize your human resources through better agent forecasting and scheduling? Here’s a hint – WFM will help with that too.
- The SWOT Analysis
A SWOT analysis is a strategic planning tool that helps a business owner identify his or her own strengths and weaknesses, as well as any opportunities and threats that may exist in a specific business situation. It’s one of the best ways to achieve your most significant business goals, such as improving productivity and reducing costs.
SWOT is an acronym; the ‘S’ stands for Strengths – what does your contact center do well already? How are you better than your competitors? ‘W’ is for Weaknesses – where are improvements in your business practices most needed? ‘O’ means Opportunities, or the goals you want to set. ‘T’ stands for Threats – in this case, the obstacles that stand in the way of reaching your goals. With this information, you’ll be ready to create a plan of action.
- Incentivize Employees
Whatever goals you choose to set, you will need the help of your agents and other company personnel to achieve them. Did you feel they were motivated this year to bring their ‘A’ game to work every day? If not, it’s decision time on whether additional incentives would raise their game, or whether it’s time to look for more enthusiastic agents.
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