Contact centers are the beating heart of many modern business operations. They’re organisms in and of themselves, growing, adapting, and evolving in tandem with the rest of the company. At the same time, they’re independent entities, operating on an entirely different playbook than the corporate office.
Because they’re so unique, contact centers can become de facto black boxes for organizations unsure how to integrate them into the bigger picture. Because contact centers live and die by people, not algorithms, they can be hard to get a pulse on.
One of the most effective methods for evaluating and improving call centers is known as “people success” measurement. Unlike input or utilization, this is a soft metric. Understanding a call center’s people success rate is a complex endeavor, and there aren’t a lot of tools designed specifically with this metric in mind, especially for use within the call center environment.
Say hello to Stella Connect.
Stella Connect: The People Success Tool for Contact Centers
Stella Connect was built to help you mold a higher-performing team. Our clients find that once they’re able to unlock the power of the ever-elusive people success tracking, they can scale faster and operate more efficiently.
So is Stella Connect a CX product? An agent engagement tool? A customer service portal? Let’s talk about the three things every call center should be keeping tabs on, and how we intersect with them all.
1. Customer Experience Management (CEM)
Every contact center should know how customers perceive their relationship with the brand. CEM software collects data at various points throughout a customer’s journey that can be used to inform marketing, drive product development, or influence messaging at the agent level.
2. Workforce Engagement Management (WEM)
The primary focus of WEM tools is optimization. Is the contact center employing the right number of agents? What technology should be in place? How do various days of the week and times of day affect performance numbers? WEM metrics are hard-number metrics.
3. People Success Tools
People Success tools don’t mandate systemic changes through reports and data, they drive employee engagement. That in turn improves other performance metrics. These tools exist in the space between qualitative (CEM) and quantitative measurement (WEM.)
The Rise of People Success
Once VCs started paying attention to “people success,” companies finally began taking the metric more seriously. The rise of people success measurement has coincided with a sharper focus on both customer and employee experience; none exist within a vacuum. Nowhere in an organization is people success more critical than among the frontline customer service team in the contact center.
Evaluating people success takes more than just one measurement. How successful your contact center’s people are should be determined by an amalgam of factors, from how engaged the employees are at work to how well customers think they’re performing. People and, more specifically, individuals, can’t be plugged into an ROI calculator.
Companies paying attention to the success of their people – both personally and professionally! – are attracting a lot of attention. Everyone from venture capitalists to the media recognizes these companies are doing something special. If millennials are the future of work, people success will be the differentiator.
But how are the leaders in people success actually doing it? How do they actively measure that success rate and help it improve when it lags? It’s all about having the right tools in place.
Measuring People Success with Stella Connect
The way many businesses have found to get a handle on people success within the company is through a combination of software, tools, and training. Unfortunately, these exact same methods don’ translate terribly well to the call center environment.
In recent years, tools like Glint, Lattice, and Small Improvements have made huge strides in putting metrics around people success in the corporate office. While their approaches work beautifully at one level, they’re measuring people success from the inside in. Contact centers need something different.
Stella Connect helps contact centers focus on people success from the outside in. Unlike their corporate counterparts, contact agents can’t rely on their colleagues to tell them how well they’re performing. They need to get that feedback externally, from customers. Stella flips the paradigm completely, using customers to provide the kind of information necessary to drive people success among agents.
It’s important to remember that people success tools are not either/or. The most effective companies employ a host of different tools like Glint, Stella Connect, and NPS, for example, to measure very different, very specific performance metrics. They understand that having multiple, hyper-focused tools provides the kind of granular, actionable data an all-in-one solution never could.
People Success is the Path to Growth
People success is a metric you need to be paying attention to in your contact center. It drives agent engagement and performance improvement, and it’s a good indicator of how healthy your overall culture really is.
When your people succeed, your business succeeds. It really is that simple. Does your contact center have black-and-white visibility into where every member on your team stands?