Finding performance barriers

- In this video I'm going to show you how to look for…obvious performance barriers.…I realize that term sounds strange.…If they were so obvious,…you would have found them by now, right?…Well, sometimes we need to see things from a different angle…before they become obvious.…We've used a contact center as an example…over the past few videos.…Let's see if we can spot some obvious…performance barriers there.…But first, let's recap what we've learned so far…about the contact center.…First contact resolution or FCR is 65%…and we'd like to achieve 75%…giving is a Gap of 10%.…

Some contact center agents are…already performing at 75% or higher,…while others are not.…And agents aren't aware of their…First Contact Resolution stats,…so we should start sharing that information with them.…Now, the next step is to look for…obvious performance barriers.…The best way to do this,…is to go visit the contact center.…I spent some time listening to calls in the contact center,…dividing my time between agents with high FCR…and agents with low FCR.…