

HGS Agent X, an award-winning contact center solution, helps to improve agent productivity, enhance customer experience, and leverage deeper insights. Learn more about Agent X.
The CX space is a constant witness to changing technologies that can sometimes cause operational hiccups. However, operational efficiency and productivity don’t have to be affected and can be easily achieved with the help of tried-and-tested improvements offered by Contact Center AI solutions.
But what exactly does productivity in the CX space look like, and how can it be measured?
Productivity in a contact center boils down to an effective conversation between a brand and the customer, where customer experience takes precedence over the typical turnaround time. It is measured in terms of time and resources that are invested to reach this goal.
Think of productivity as a cycle where in order to deliver a good customer experience, a business will have to consider the customer history, anticipate the customer needs, and work in real-time. This increases the productivity of the contact center where agents are quickly able to deliver an optimized customer experience.
The cycle itself is a great tool for businesses to learn how to optimally channel their funds, time, and resources.
To fully understand the importance of productivity control, the big picture to consider is the analysis of the various performance metrics, such as customer satisfaction, first call resolution, retention rates, etc.
To quantify productivity, every business uses a set of key metrics that track the performance of various business processes. Below are some of the Key Performance Indicators (KPIs) for measuring the productivity of contact centers:
We may be looking at numbers, but these numbers essentially, mirror how well a business knows what a customer wants. Businesses may employ every trick in the book to increase their revenues but eventually, it comes down to aligning themselves to an approach where the customers are the top priority.
The solution to drive improvements in contact center performances is to include seamless cross-channel journeys, automation, AI-infused actions and suggestions, a smart knowledge base, data-driven insights, and the flexibility to scale as and when required. A unified solution in an AI-driven and cloud-based platform is the perfect tool.
Is there more we can add to this to tighten up this ending since we are cutting out the improving part?
A contact center solution like HGS Agent X adds tremendous value to customer interactions and serves as a dependable co-pilot empowering agents to perform better with cutting-edge technology. The easier a business makes it for its agents, the better customer service it will be able to deliver.
Ready to build a contact center for the future? Start with improving agent productivity – Learn more in our whitepaper!
Prakash Hariharasubramanian, Director & Practice Lead, Intelligent Process Automation (IPA), HGS
Prakash has led various IPA implementations across multiple industry verticals in his tenure of 7 years with HGS. In his role, Prakash develops IPA practice frameworks, creates IPA solutions, and serves as a key automation evangelist for HGS.
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