ICMI's Customer Management Insight - September 2007 - (Page 55) EXPERT’S ANGLE are not strongly and directly linked to organizational and business performance. So once the plans are in place, it is crucial to measure their outcomes against business results. Three metrics are critical: > How well did the implementation of the training and development programs work? > How prepared are agents to perform their mission-critical tasks? > How has the business improved overall as a result of the training and development programs? An ICMI survey on agent training and performance development revealed that fewer than half of call centers have a formal process in place for measuring the results of their training programs. To ensure that yours gets the results you want, you need to look at such issues as: > Have employee morale and satisfaction measurably improved? > Is turnover down? > Is customer satisfaction and loyalty improving? > Has the bottom line improved because the cost savings due to reduced turnover and the increased customer revenues (more sales, larger customer base, higher loyalty levels) are far outweighing the expense of the training program? Measuring these factors and their tie-in to business goals will help you to justify your investment in comprehensive blended training and development programs. By following these steps, you will have loyal employees who are committed to delivering outstanding customer care — keeping customers satisfied and engaged — thus ensuring business success! • LISA BRIGHT is Call Center Manager for Workscape, a provider of outsourced benefits, compensation and performance management solutions. www.workscape.com. Furniture that improves your bottom line. Interior Concepts furniture can pay for itself by: • Maximizing all available space and square footage with our custom system • Laying power and data lines faster through our Chase™ Wire Management System • Incorporating ergonomic accessories that can reduce workers compensation claims • Offering low maintenance and low total cost of ownership with our Lifetime Warranty To find out more, download our “Hot Tips” white paper at: interiorconcepts.com/literature/whitepapers/, call us at 800.678-5550, or visit us at the ACCE Show booth #237. icmi’s insight www.icmi.com | SEPTEMBER 2007 55 http://www.workscape.com http://www.interiorconcepts.com/literature/whitepapers/ http://www.icmi.com
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