agent effectiveness to enterprise performance: evolution of the customer service optimization cycle:

While improving agent effectiveness is an important goal for contact center managers, optimizing the entire customer service process, via its touch points within the enterprise, is also becoming important. Very often problems in the underlying process or in back-office operations can impact service delivery, regardless of an organization’s efforts to train and coach their agents. The changing role of the contact center from a cost center to a profit center, has led to a requirement for performance parameters that support this change. The right investments in technology and associated processes hold the key to achieving greater contact center operational efficiency. 

This paper looks at the evolution of the Customer Service Optimization Cycle and the associated alignment of people, process and technology that ultimately helps drive efficiency and productivity gains at agent, contact center and enterprise level.