Optimize team performance with real-time visibility into operations. Zendesk's analytics reveal where to invest resources and how to improve efficiency.
What Workforce Management Solves
Supervisors lack visibility into agent productivity. You can't manage what you don't measure. Guesswork drives decisions.
Staffing levels don't match demand. Too many agents during slow periods waste money. Too few during peaks hurt satisfaction.
Performance problems go unnoticed. By the time you see issues, they've impacted hundreds of customers. Early detection enables intervention.
Essential Metrics to Track
Monitor current queue depth by channel. This shows real-time demand. Adjust assignments when backlogs develop.
Watch average handle time by issue type. Sudden increases indicate process problems. Investigate spikes immediately.
Track first-contact resolution rates. This reveals whether customers get complete help. Low rates suggest training needs.
Measure customer satisfaction by agent and team. Identify top performers and those needing support. Pattern recognition drives improvement.
Setting Up Your Dashboard
Start with the default workforce management view. Zendesk provides pre-built dashboards for common needs. Customize from this foundation.
Choose metrics that align with business goals. Don't track data just because you can. Every metric should drive decisions.
Set appropriate refresh intervals. Real-time updates matter for queue management. Historical trends can update daily.
Share dashboards with your team. Transparency motivates performance. People improve when they see their impact.
Real-Time Operations Management
Display live queue status on team monitors. Everyone sees current workload. Agents self-manage during surges.
Alert supervisors when SLAs approach breach. Automated notifications enable intervention. Meet commitments consistently.
Show agent availability and current assignments. Supervisors redirect work to available people. Balance improves naturally.
Track adherence to schedule. When agents take breaks at wrong times, coverage suffers. Real-time visibility maintains staffing levels.
Forecasting and Capacity Planning
Analyze historical volume patterns. Ticket volume follows predictable patterns by day, week, and season. Plan staffing accordingly.
Factor in growth trends. If volume increases 5% monthly, next quarter needs more agents. Proactive hiring prevents shortages.
Account for time off and training. These activities reduce available capacity. Build buffer into your plans.
Model different scenarios. What happens if volume spikes 20%? How many agents do you need? Preparation prevents crisis.
Agent Performance Management
Review individual metrics weekly. Look for trends rather than daily fluctuations. Consistent patterns reveal strengths and weaknesses.
Compare agents to team averages. This context shows whether someone is struggling or excelling. Fair evaluation requires benchmarks.
Identify coaching opportunities early. Small interventions prevent bigger problems. Support people before performance declines.
Recognize top performers publicly. Data shows who drives results. Acknowledgment motivates continued excellence.
Productivity Optimization
Find efficiency opportunities in handle time data. If some agents resolve issues faster, study their methods. Share best practices team-wide.
Identify time-consuming issue types. These might need better documentation or process changes. Small improvements compound.
Track time spent on after-call work. Excessive documentation slows throughput. Streamline administrative tasks.
Monitor concurrent handling rates for chat and email. Agents capable of managing multiple conversations increase capacity. Train others on these skills.
Quality Assurance Integration
Sample conversations across your team. Random selection ensures unbiased review. Consistent quality standards improve service.
Score interactions on key criteria. Communication skills, accuracy, and customer treatment all matter. Balanced evaluation drives development.
Calibrate reviewers regularly. Multiple people scoring the same conversations should agree. Consistency makes feedback credible.
Connect quality scores to coaching. Specific examples make feedback actionable. General criticism doesn't drive improvement.
Team and Department Comparison
Benchmark teams against each other. Healthy competition motivates improvement. Celebrate winning teams.
Investigate performance outliers. Why does one team excel while another struggles? Differences reveal opportunities.
Share successful strategies across teams. When one group solves a problem, others benefit. Organizational learning accelerates.
Avoid creating winners and losers. Focus on improvement rather than rankings. Everyone should feel capable of excellence.
Business Impact Reporting
Connect support metrics to revenue. Show how satisfaction scores correlate with retention. Executive buy-in requires business language.
Calculate cost per contact by channel. This data drives channel strategy. Expensive channels need efficiency improvement or redirection.
Measure deflection value. Every ticket avoided through self-service saves money. ROI justifies investment in knowledge base.
Track support's impact on sales. Positive experiences drive upgrades and referrals. Your team contributes to growth.
Continuous Improvement Process
Review dashboard insights monthly. Identify the biggest opportunities. Focus on high-impact changes.
Set team goals based on data. Specific, measurable targets drive performance. Celebrate when you hit milestones.
Adjust metrics as priorities evolve. What mattered last quarter might not matter now. Keep dashboards relevant.
Solicit feedback from your team. They know which metrics drive helpful behavior. Their input improves effectiveness.
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