1. “Agent Performance & ROI - What You Need to Know” The Human Element
Jim Beuoy
Dir, QA & Corp. Compliance

2. Agent Performance CCC Member’s Perception of Customer Preferences
Customer’s Actual Preferences
The attributes of resolution that we believe customers value most…
…differ from customers’ actual preferences
Source: Customer Contact Council Research

3. Agent Performance
The Disconnect
Companies lack a clear sense of customers’ actual resolution preferences.
Companies believe that customers value expertise most highly, when, in fact, it is their least valued attribute.
Customers value time to resolution and attitude of the representative far above other attributes.

4. Agent Performance Consumer Focus, Inc. 2005
Only 14% of customers leave for product reasons. 68% leave because of poor treatment by employees.
Only 4% of unhappy customers complain. 90% of non-complainers simply go elsewhere.
The sense of “bonding” that occurs in the CE is personal and emotional but little is known about the composition and emotional determinants.
95% of senior business leaders believe that the next competitive differentiator is Customer Experience.

5. Agent Performance Quick responses to inquiries / issues
2007 Aspect Contact Center Satisfaction Index.
Quick responses to inquiries / issues
Given accurate and detailed information
Presented the necessary facts to make informed decisions
Provided details for what will transpire after the interaction

6. Agent Performance Empathy and Advocacy Efficiency Automation
2007 Aspect Contact Center Satisfaction Index.
Empathy and Advocacy
patience, knowledge, professionalism, and friendliness
Efficiency
speak to an agent quickly, authority to resolve issues
Automation
ease of use, multiple choices, access agents from website

7. Agent Performance Labor Market Changes
The “Millennials” Are Coming “The “Millennials” Are Coming
Today’s employee played in little leagues with no winners. They were laden with trophies just for participating.
We didn’t make them practice the …………………..
No shame to live at home. Adulthood begins at 26.
They have the expectation that they will automatically win, and they always be rewarded, even for just showing up.
Boomers need to hear the message that they’re going to have to start focusing more on coaching rather than bossing.

8. Agent Performance OUR CHEESE HAS MOVED!
Consumers want to work with companies who care about them, are efficient and effective, and follow through with what they say they are going to do. Aspect Contact Center Satisfaction Index.

9. Agent Performance When do employees lose their passion for quality?
Employees have to feel valued and respected.
Employees want to work for companies who care about them, empower then, and follow through with what they say they are going to do!

10. Agent Performance
Questions?