Reporting for Amazon Connect - OMNINGAGE
Key Performance Indicators (KPIs) and contact centers go together like fish and chips.
When contact center platforms were developed, agents’ performance started being measured by technology, such as reporting for Amazon Connect, that generates a blizzard of statistics.
With this KPI data, contact center managers can track almost every aspect of an agent’s working life to the second.
In fact, KPIs are nothing new.
The first recorded KPIs were devised by the Emperors of the Chinese Wei Dynasty in approx. AD 250. They would measure the “performance” of various family members who were competing for their attention and favors.
The father of gamification
Robert Owen, a 19th century pioneer of industrialism, devised his own rudimentary KPI. Painted wooden cubes were hung over each worker in the mill to display how well he was performing. Other workers, looked at them and were motivated to compete and spin more cotton, and so change the color of their cubes. You might say that Robert Owen was also the father of gamification.
As work became industrialized, psychologists, HR managers and operations research consultants developed more ways to measure employee performance.
In the 1980s, when Mrs. Thatcher was PM, the public sector adopted KPIs in great depth to measure the performance of organizations which were never intended to make money. Previously, their performance had been considered largely immeasurable.
The impact of Information Technology did for the office what the assembly line did for manufacturing. Many office tasks were redefined as repeatable processes. ERP systems used by large companies could generate massive amounts of data, giving managers in offices the kind of insights that had only been available in manufacturing.
The contact center industry adopted this data driven approach from the very beginning. This is why no contact center application is complete without its own reporting module. This is why reporting for Amazon Connect is so essential.
“If you can’t measure it, you can’t manage it”. This has long been the mantra of the contact center profession, but are we necessarily measuring the right things? Here are 2 approaches to categorizing KPIs.
Michael Porter, the industrial economist, applied the concept of the assembly line to any business process, where raw materials and parts went in one end and finished products left the other end.
Any activity that directly contributed to products being manufactured and sold was seen as a part of the value chain. Any activity that was not directly related was considered to be a “support activity”.
KPIs can be seen as measuring parts of a value chain. They can be classified under the following headings:
Inputs – Process – Outputs – Outcomes
Inputs: These are the financial and non-financial metrics that cover what happens before the call starts. This can include recruitment and training metrics or the running costs of facilities. Many of Porter’s “support costs” would be seen in this category.
Process: (Also known as Activities or Operations): These are the metrics that measure what is happening from the moment the caller is connected to the IVR to the moment the agent finishes entering wrap-up data and puts himself back into “ready” state. A lot of these numbers are to be found on systems providing reporting for Amazon Connect.
OMNINGAGE provides a modern and cloud-based agent desktop platform which delivers high-quality voice via the user’s web browser. Its user friendly, data-rich interface promotes agent engagement, reduces AHT and boosts productivity for those working in the office or at home.
The platform is available globally via AWS and integrates with a variety of CRM and back-end applications to offer a single-window operation to users.