Jennifer Fox, customer care contact center operation manager
In today’s multichannel world, the call center is in the midst of a transformation. This transformation is comprehensive and involves rethinking performance metrics, staffing issues, and work space design.
In the area of performance metrics, financial institutions are recalibrating to better align in a multichannel world. No longer can institutions look at average talk time, abandonment rates, and after call processing. The call center agent is now responding to customers through several channels – telephone, social media, instant messaging, and live Web chats to name a few. Agents are now perceived as a financial institution’s ambassador, information officer, and mediator. One performance metric that has evolved in some call centers is “one and done” as described by Jennifer Fox, SVP Customer Care Contact Center Operation Manager for Associated Bank in Green Bay, Wisconsin.
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