Ops considerations for CGP Stage 3 should align to these best practices, in tandem with expectations set in CGP Stage 1, and CGP Stage 2:
The Customer Experience demonstrates the digital adoption of messaging over traditional voice channels and are minimally using legacy channels, if at all. CX targets are consistent achieved and exceeded.
The Agent Experience should evolve into improved ownership of the customer experience. Agents are empowered to resolve without escalation. Agents are confident and comfortable in adopting platform features that drive efficiency. Agents are actively participating in NLU/Co-Pilot Orchestration.
Upskill Training on new Platform features and Channel Management
- CoPilot
- Smart Ticketing
- 3rd party Integrations
Measuring What Matters
- Feature adoption/utilization rates (CoPilot, Summarization)
Targets
- Reduced Cost per Contact (compared to Voice and/or email)
- Contractual KPIs are being achieved consistently and often exceeded - CSAT/NPS/FCR
- Improving Interactive Conversations per Logged in Hour (ICPLH for humans)
- Contact Center efficiencies:
- Reductions in Agent Segment Duration
- Reductions in Average Wait time for Human Assignment
- Reduction in repeat contacts 1 hour
- Workforce Planning - Program may be ready to migrate to a CPI model, away from an FTE model.
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