Information how you need it.

Interested? Monet offers exceptional videos that allow you to explore how we can help, at your own pace. Click below to select from a wide variety of quick, informative and self-paced videos that you can watch right now.

Watch a Demo

Quick, informative and self-paced videos you can watch right now.

Watch Now

No, thanks. Keep Reading.

Tips for More Effective Call Center Workforce Management

This blog provides practical information on all aspects of workforce management for contact centers, including quality monitoring, call recording, performance management and analytics

Featured Whitepapers

Featured Blog Posts

Call Center Workforce Management Blog

How Much do Agents Need to Know about Analytics?

Posted: by:

Analytics is one of the primary drivers for measuring contact center performance. With the remarkable range of data now available through workforce management and workforce optimization solutions, as well as speech analytics and desktop analytics tools, managers now have the information they need to find out where the business is excelling, and where improvement is possible. 

However, in most cases any change in performance starts at the agent level. And agents are not likely to be familiar with the way analytics work. Does this need to change?

First Option: Crash Course in Analytics

Should a contact center consider adding an understanding of analytics to agent training? One could argue that knowing the reasons behind call center policies on how agents engage with customers might lead to a greater understanding of why these techniques are important. 

However, many agents may not have the background or education that would help them grasp the intricacies of analytics. Generating and interpreting data may be best left to managers and executive-level staff.  

Second Option: Training Based on Analytics

When a person starts a new job, whether it’s in a contact center or a fast food franchise, a manager will familiarize the new hire with the way their job should be performed, and how to follow company procedure. It’s not necessary for the employee to know why these procedures are in place. 

This may be a better way to incorporate analytics into initial training and regular coaching sessions. Agents are often instructed to provide upsell opportunities to customers; analytics can provide insight into which customers should receive which offers. The results of this analysis is shared with agents so they will know how to proceed when these opportunities arise – but it is not compulsory for them to know why Customer A is offered an extended warranty, while Customer B receives a different pitch. 

What if an agent asks questions about how these decisions were made, and shows a genuine curiosity in the way analytics work? Encourage these interests – this might be someone who could be groomed for a management level position.  



Learn More

Hosted and Cloud WFM Solutions: What’s the Difference?

Posted: by:

When the first cloud service providers emerged more than 10 years ago, there was some confusion as to what differentiated them from the hosted services that have been around since the early years of commercial computing. 

As a pioneering provider of workforce management solutions through the cloud, Monet Software salespeople and other personnel were accustomed to answering questions on how the two solutions were different. 

However, with more contact centers and other types of businesses discovering the cost and convenience benefits that the cloud provides, it’s surprising that questions still persist about whether a hosted solution can be rebranded as a cloud solution, when nothing else changes besides the product description. 

Let’s put this issue to rest. 

Hosted services are technology services offered to you or your company by a provider that hosts the physical servers running that service somewhere else. Web hosting is the business of providing server space, web services and file maintenance for websites controlled by companies or individuals that do not have their own web servers. 

Cloud solutions are distinguished from hosted products by a distributed delivery model. This is a multi-tenant solution that provides guaranteed service levels and up times, full scalability, and easily allows for frequent updates. 

With client-server (hosted) Workforce Management, it’s the vendor that controls the product from a hosted facility, where such virtualization and scalability are simply not possible. 

If a vendor’s product does not provide continuous and instantaneous access to the latest product upgrades, it is not a true cloud solution.  Product upgrades are free and automatic in the cloud – with a non-cloud solution, customer upgrades are handled by the vendor in a way that could delay implementation by months. 

To make certain you are getting a true cloud solution, ask the right questions:  does it use multi-tenant architecture? Are upgrades automatic? Will all customizations and integrations work with future upgrades? Is your service level uptime 99.5% or higher? 

At Monet Software, the answer to all of these questions is yes. 


Learn More

Content or Emotion: How Do you Route Calls?

Posted: by:

Routing calls to the agent best suited to handling them is a proven strategy for boosting service levels and customer satisfaction. But how do you determine which agent is the right one? 

Most contact centers employ a content-based approach. If a caller has a highly technical question, there should be an agent with the product insight necessary to understand the problem. If a customer wants more information about a seasonal promotion, agents trained on the details would be the appropriate recipients of these queries. 

However, emotion can be an equally pivotal consideration when routing agent calls. Customers who want to conduct their business as quickly as possible without a lot of chit-chat will be happier with an agent who moves the call along more efficiently. Senior citizens, who remember a less-hurried time and may enjoy some pleasant conversation during their calls, will prefer an agent with a more genial personality. 

Behavioral analytics studies suggest that emotions might be a more important factor than content in call routing. Given that most calls will consist of basic questions and transactions, pairing a customer with a like-minded agent is a strategy that may deliver better results. 

To do this, of course, it would help if a call center had speech analytics and other related tools available to quickly identify they type of a caller by their reactions or emotions. It would also need to know which agents are more naturally empathetic to problems, which are able to maintain a calm demeanor when confronted with anger, and which have the patience to deal with customers that do not express themselves in a concise manner. 



Learn More

Performance Management and Quality Monitoring: A Checklist for Success

Posted: by:

Is there such a thing as a quick fix when it comes to more effective performance management? Can one little change in attitude or procedure make a big difference in quality monitoring?

The answer is yes – and no. 

Both performance management and quality monitoring require coordinated planning and execution throughout the contact center. 

Performance management is something of a catch-all term that incorporates a wide range of management aspects, from planning to developing agent skills, to evaluating performance based on metrics and making adjustments accordingly. Doing so will be more successful with a detailed plan of action. 

Likewise, creating an integrated quality monitoring program will take time and preparation, with particular focus on call recording, PCI compliance, quality scorecards and screen capturing. 

No quick fixes there. However, once the foundation for both programs is established, small changes can indeed pay significant dividends toward the ultimate goal of ensuring consistent, high quality service that meets or surpasses expectations. Here are a few that may help your performance management and quality monitoring endeavors.

Praise from the top

How often does your upper management team review calls? Have them listen to a few every week, and then contact the agents that did a great job and let them know their work is appreciated. 

Training doesn’t have to be boring

If training consists of the same procedures every week or month, agents will tune it out. Have trainers use varied methods to maintain a higher level of engagement. 

Quality monitoring starts (before) day one

While agents are still in the induction phase, introduce the QM system and expectations in place, and make sure they are aware of the criteria. 

Instant gratification

Praise and reward systems can be beneficial (more on some of these later) but there is no substitute for immediate positive feedback following a customer’s praise. If an email or a phone call contains that praise, don’t wait to share it with the group. 

Consistency

This is obvious, but bears repeating. These programs require consistency, not just in how they are carried out by agents but how they are presented and maintained by supervisors.

Who watches the watchers?

Your coaches are entrusted with maximizing agent performance – but who is making sure that the coaches are doing their best? Their work must be regularly monitored as well. 

Group therapy

Individual call monitoring is important, but occasional group meetings to review calls may also be beneficial. 

Clarity

Feedback won’t work unless it is clear and actionable. You can find out if this is the case by providing agents with feedback forms about coaches (they’ll love that anyway). Offer them a chance to confirm that they understand the assessment they received, and if the coach took their thoughts and opinions into consideration. 

Professionalism

Encourage a general climate of professionalism, not only in how agents communicate with customers but how they communicate with managers, coaches and their fellow agents. Once this becomes second-nature, performance will inevitably improve. 

Involve the QM team in agent recruitment

Your quality monitoring teams knows what to look for in outstanding agents. So why not involve them in the recruitment process? 

Positive reinforcement

Coaching and training sessions should not be dreaded by agents. If they are, something is wrong. Try starting each session with positive coaching – what the agent is doing well and how the call center is lucky to have them. Remind agents of the improvements they have already made. Then review areas where further improvement is possible and discuss ways to work together to get there. 

Include customers in performance management

Agents play a role in performance management, but customers do as well. Take their feedback into account. 

Prizes

A lot of contact centers give out prizes to agents for consistent performance or specific moments of excellence. A free meal, a spa day, or a cash bonus works better than a trophy or a “job well done” certificate. 

Encourage peer discussion

You know your agents already talk about their jobs and customers (and probably  you as well) with each other. Set some time aside to allow them to get together and also talk about improving quality. Some very smart ideas may emerge from these sessions. 

The big picture

When discussing performance management with agents, tell them about the center’s greater goals and over-arching customer service strategy. The more they understand the big picture, the more they might buy into the program. 

Public or private coaching?

Some contact centers conduct coaching sessions in a closed office; others have these discussions out on the floor within earshot of other agents. There is no sure formula for which will be more effective at your contact center – so why not try both and see what happens?

Watch your language

Does anyone still use words like “demerits” or terms like “marked down” in coaching sessions? Use positive, supportive language instead. 

Grade calls in sections

Break each call into different sections for review purposes, such as: call open, courtesy, technical skills and compliance, efficiency, and closing. 

Don’t ignore the longer calls

Short calls are always desirable but not always possible. Sometimes you can learn more about agent performance, contact center issues and your QM strategy by reviewing longer calls. 

It’s ok to ask for help

If an agent is having difficulty answering a customer’s questions, he or she might be hesitant to forward that call to a supervisor if it reflects badly on their performance. But if that is the best way to keep that customer relationship, make sure the agent knows that doing so is the right step. 

Never stop improving

Did you achieve your quality goals? Great! Now, set new ones. Complacence is the enemy of every contact center. 








Learn More

2015: The Year of the Back Office Solution

Posted: by:

The Workforce Management market continues to evolve and transform, especially when it comes to the back office.

In 2014, back-office WFM solutions sales increased more than 16%. Why is this happening? More contact center executives have started to appreciate the need for more data and more control over their back office. It also helps that the solutions themselves have improved.

Back-office tasks are often manual and complex, making it difficult to automate, manage and forecast workload. But with the WFM now available, contact centers can improve service levels. It’s possible to:

Improve forecast accuracy of manual back-office tasks and activities

Deliver more efficient resource planning and scheduling to consistently meet service levels and control costs

Increase employee productivity by monitoring adherence, backlog and other metrics in real-time, allowing for more immediate actions

Track and analyze key metrics to optimize service quality and back-office performance

All of these capabilities can make a critical difference in back office operations, as long as companies select the right solution. If you are exploring the market, find a WFM product that will integrate easily into your current ACD or PBX system, and one that offers  multi-channel efficiencies, clear and organized dashboards and intra-day visibility. 



Learn More

Can You Keep your Agents Healthier?

Posted: by:

You’ve probably read articles and blogs (including some here) about steps that can be taken to keep your agents happier. It’s a noble gesture that is also good for business, and can pay dividends in the quality of your customer service. 

 But can you actually keep your agents healthier as well? 

This can be a stressful business at times and there is no way to avoid the pressure generated by angry callers, strict scheduling requirements and job performance expectations. However, a contact center manager that is sensitive to these challenges can create a healthier work environment. 

Trainers and supervisors can play a key role. Beyond their normal function of reviewing job performance, coaching and review sessions also provide an opportunity to ask questions about physical and emotional health. How is the agent handling the pressure? How do agents feel like they are treated by the business and the boss? Do they feel valued for their good work? Recognition and reward can make an agent feel better – and perform better. 

Contact centers that enjoy the advantage of workforce management software can employ more flexibility in forecasting and scheduling. That makes it easier to accommodate special requests for taking shifts off or swapping shifts with another agent. Such allowances reduce the tendency in some contact centers to treat agents like children and not adult employees without outside interests and priorities. That lowers stress levels. 

Since a sick agent is one that won’t be showing up for work, contact centers can also offer free flu shots, or help agents monitor health conditions such as diabetes, arthritis or asthma, by fostering relationships with local clinics and other care providers. Some of these agents might be good candidates for working from home, which can also keep them healthier. 

Some extra investment may be necessary to take these steps, but if the result is healthier employees, fewer under-staffed shifts and lower attrition rates, it’s an investment worth considering. 



Learn More

7 Contact Center Trends Happening Right Now

Posted: by:

There are two types of people – those that set trends and those that follow them. Here are 7 trends that are currently taking place in the contact center industry – are you keeping up, or is it time to play catch-up?

1. Moving to the cloud

Why is this a trend? Lower upfront costs, more flexibility, more scalability, quicker reactions to changes in customer behavior, no need to build complex and costly hardware and software systems, less downtime, automatic software upgrades as they become available, deployment in weeks, not months…shall we go on?

2. The omnichannel approach

It’s not just offering different customer contact channels besides the telephone, it’s making sure that all of them deliver a seamless customer experience. If you’re on top of this trend, you are ahead of the curve – a Deloitte survey shows that less than 20% of contact centers have fully integrated their channels. 

3. There’s an app for that

Self-service apps are becoming more popular with customers who prefer to resolve issues without speaking with an agent. If your company doesn’t have one in development yet, it’s something to start thinking about. 

4. Fielding the tough questions

Customers who opt for email and live chat and other communication means will still use the phone for complex issues and difficult questions. Agent training must take this into account so your team is prepared for interactions that involve more than taking an order. 

5. Telecommuting

Work from home opportunities are becoming more prevalent in the contact center industry, and workforce management software helps make telecommuting possible. This may be a preferable situation for some of your team members, and because of the lower overhead and churn rate, it’s good for the contact center as well. 

6. More emphasis on compliance

Security breaches and headline-making hacker stories have more companies thinking about regulatory compliance, especially with the handling of customer credit card information. When was the last time you reviewed your compliance needs and security measures? 

7. Likes and tweets

Social media was something that businesses and contact centers of previous generations never had to worry about. But these new online channels should be viewed as an opportunity, not a problem. Incorporate social media engagement into the company’s overall communication strategy. A Facebook ‘like’ will be read by thousands of other customers and prospects. 




Learn More

The Top 5 Excuses for Not Adopting Performance Management - and Where They Go Wrong

Posted: by:

Performance management provides a clear direction and a shared understanding of what is to be achieved, the leadership approach required and support for the continual development of the individuals to ensure it is delivered. 

It is both a process and an application. And for contact centers it’s a way to approach data-driven management and apply it to correct adherence issues. However, even as other technology solutions and best practices habits have been embraced by the contact center industry, performance management continues to lag behind. 

The question is, “Why?” While there are unique qualities to running a contact center as opposed to some other type of business, measuring the performance of quantifiable business activities  is no less important here than in any corporate operation. Or to put it simply, find out what’s not working right, and correct it. 

A company called DMG Consulting did a survey of contact center managers to find out why so many are still reluctant to invest in a performance management solution. 

These are five of the most frequent responses: 

“I'm not sure what it is or what it will do for my contact center.”

“I already have too much reporting; I don't need another reporting package.”

“It's not worth the effort.”

“It requires too many integrations.”

“My management won't approve the investment.”

What these answers suggest is not any deficiency in a performance management solution, but a disconnect when it comes to understanding how it works and the benefits it provides. 

Let’s look at these objections one by one.

“I’m not sure what it is or what it will do for my contact center”

A vendor should always have a ready answer for this question. At Monet, we tell our customers than performance management is a critical part of managing call centers and is essential to help you align your people, processes and systems to your goals and objectives, such as customer satisfaction and cost control. 

Monet Metrics, our PM solution, offers a number of significant benefits, including: 

Managers can make better and faster decisions through actionable intelligence

Contact centers can move from reactive to proactive management to better meet service and efficiency goals

Agents can improve productivity and team motivation

Supervisors can refocus their time from data collection to coaching, training and planning 

“I already have too much reporting”

Performance management is more than just reporting. As stated earlier, it is both a process and an application. Contact center managers that truly understand the mission of their business recognize that delivering an outstanding customer experience is critical, but it’s not the only consideration. The goal should also be to optimize the performance of every aspect of the business. 

The overwhelming majority of ongoing call center expenses are related to staffing – as much as 70% of the budget. Even slight improvements in agent productivity and motivation can have a big impact on performance and cost management of your contact center. Performance management provides powerful tools to identify trends and potential issues that might have gone undetected, and delivers business insights to improve overall performance.

“It’s not worth the effort”

This is the same objection that contact centers used to have to workforce management (WFM). Some still do, but their continued reliance on spreadsheets has these centers lagging behind their competition, and wasting countless hours on forecasts and schedules that are not as accurate as those generated more quickly via WFM. 

Performance management has a strong value proposition for managers who are quantitatively oriented and appreciate the importance of managing by numbers. Is it worth the effort? Only if real time and historical performance data at the agent, group and center level is important. Only if optimizing all aspects of the workforce with one solution is important. Only if better utilization of resources, better cost management, and improve service levels are important. 

We think they are – how about you?

“It requires too many integrations”

This objection is easily overcome with a system like Monet Metrics that is already incorporated into our larger workforce optimization solution. Standalone performance management can make a positive difference, but it’s even better when purchased with a full WFO suite, where the functionality arrives fully integrated. Now you not only enjoy the benefits of performance management, but also workforce management, call recording, quality management, screen capture, and archiving and reporting capabilities. 

“My management won’t approve the investment”

Fortunately, PM solutions can be delivered via the cloud, which eliminates the large upfront investment that used to be required for such sophisticated analysis. 

Cloud services and software are provided for a low monthly subscription fee, usually pay as you go, without an upfront investment required. Any upgrades or customizations are handled by the vendor at no additional cost – over the long haul (given how often software upgrades are unveiled) this results in considerable savings. In addition, contact centers can also avoid the cost of a full-time employee devoted to maintaining software; with the cloud, these tasks are handled more efficiently at the source by the cloud application vendor. 

The cloud offers other advantages as well. Specific customer configuration can take less than two hours; with an on-premise system, that same task can take up to two months. 

Actual installation is also faster, and the site acceptance testing required with a traditional solution is not necessary with a cloud delivery system, as compatibility is already achieved with multiple modern web browsers. 

Finally, user training can be completed in as little as two weeks. With traditional software systems, it can take several more weeks before agents and managers are comfortable with the new technology. 

The verdict? A cloud delivery system can not only be implemented for less money, it can also be set up with fewer headaches as well. 



Learn More

The Benefits of Workforce Optimization

Posted: by:

How can we deliver a better customer experience?

That question is one faced by every contact center manager, especially after returning from a tradeshow full of new ideas, or reviewing last quarter’s numbers and not being happy with the results. 

New ideas are great, but they should be built from a solid foundation, and that means an older idea that always works – workforce optimization. This is the clearest way to make your business stand out when it comes to customer service. 

One good customer experience can have a very positive impact on loyalty, retention and word of mouth recommendations. Unfortunately, the same is true of one bad experience. WFO helps contact centers operate more effectively, by delivering the tools and data necessary for agents to do their jobs. When agents know what to do, and managers know what their agents are doing, the result is more satisfactory customer experiences.

And to turbo-charge your WFO, employ it in conjunction with speech and desktop analytics. Now you have even more data on agent productivity and performance, and you gain faster insight into different types of customer questions and inquiries so they can be routed to the right agent. 

Monet’s WFO Live features workforce management and call recording, both essential for forecasting, scheduling and training. Plus you’ll find solutions for quality management and performance measurement, all delivered from the cloud, so you won’t be making a significant investment in hardware and software. 

For small contact centers with just a few dozen agents, or major contact centers with hundreds of personnel working round the clock, workforce optimization is a vital component of a successful business. 







Learn More

Five Signs Your Agents Don’t Care – and What to Do Next

Posted: by:

Agents have good days and bad days just like the rest of us. But when the bad days become prevalent, action should be taken. An agent that has lost interest is one that may be costing you customers with every call. 

Recognize the warning signs of impending agent apathy – then decide if this is an employee that can be re-inspired, or should be let go. 

1. Showing up Late

With a workforce management solution it’s easy to identify agents who start their shifts late, and add a few extra minutes to their lunch and other breaks. The more difficult assessment is identifying those agents who don’t maintain focus even when they are at their desks. Call recording will be useful here. Once the problem is known, it may call for more than just coaching – usually these agents know what to do, they just don’t care enough to do it. Is there an underlying issue, such as trouble at home? Having someone to talk to might be the first step to reinvigorating performance. 


2. Excessive Sick Leave

This can be tricky, but when the days missed become excessive the situation must be confronted. A meeting here can be used to remind the agent of how valuable he or she is to the company, as well as how absenteeism has a negative impact on the business and on other agents. 


3. Finding Reasons Not to Take Calls

There are more ways to avoid picking up the phone than you might imagine – and some agents know them all. “Oh, it’s the last call of the day and I’ve already put my stuff away”; “I’ve had an IT issue accessing our service department all day – might as well wait until that’s fixed in case this customer needs that information,” etc. Gently call out such behavior as you find it, or hold a team meeting expressing concern about this issue without naming names. The guilty parties will know who they are. 


4. Transferring Too Many Calls

Patience is a virtue in call center work, but some customers exhaust that patience more quickly than others. Agents who lack the initiative to tackle these issues will pass such calls on to a supervisor. When this happens too often, the supervisor should have a chat with that agent to find out why. Once again, just identifying the problem may be enough to resolve it. 


5. Lowering Team Morale

That old saying about one bad apple spoiling a whole bunch is, unfortunately, true. If one agent becomes lax in his or her efforts, other team members will pick up on this behavior. And if they don’t see that agent disciplined, they’ll stay at it. No resting on this one – private direct confrontation is required, followed by a general “It has come to our attention…” announcement. After that, it’s time to employ another old saying – shape up or ship out. 


Learn More

Why Scheduled Breaks are Still Preferable

Posted: by:

Workplaces have become more casual over the past ten years. The millennial generation is accustomed to less structure, and many businesses have tried to accommodate that preference in a way that does not impact productivity. 

In the contact center, this has prompted some discussion as to whether agent breaks should be strictly scheduled just like training sessions and other activities, or if more flexibility is feasible. There is even some documentation out there about agents being more efficient if they can take an unscheduled break as needed. 

However, at this point we believe that scheduling breaks is still the right way to go. The very idea of workforce management is built on methods of data analysis and numbers crunching that tells managers when breaks can be scheduled based on capacity. The WFM tool populates breaks when it deems them appropriate given the workload forecast. If adherence slips, it is then up to supervisors to reschedule breaks based on call volume, which can be done with the right WFM provider (such as Monet WFM Live). 

While it sounds more restrictive, there are still ways in which an agent’s preference can be accommodated. Indeed, once agents grasp the most common call volume patterns for days and shifts, they are able to request breaks and other time-off requests at times when such requests stand a greater chance of being approved. 

If everyone works from the same data, the process becomes easier. And as long as that remains the case, unscheduled breaks should be discouraged. When agents can change their own schedules, it makes it far more difficult, if not impossible, to gain any value from forecasting or measuring adherence. 



Learn More

Multi-Channel Forecasting: Dedicated Agent Pools vs. The Universal Queue

Posted: by:

We live in an era of specialization. 

Look up any listing of doctors in your city and try to find one general practitioner. They used to be commonplace, but today it’s the rare physician that does not graduate medical school with one specific field of interest, whether it’s pediatrics or cardiology or sports medicine. 

The contact center has also witnessed the encroachment of specialization; in the way certain calls are routed to certain agents, and in multi-channel centers where customers also communicate via email and online chat. 

But is specialization really the best option? Or is there still a place in our industry for a good general practitioner agent? 

Dedicated Agent Pools

Multi-channel forecasting typically begins with a specification of service goals based on the types of channels the call center must handle, followed by agent skill assessment within each of these channels. 

Once these standards are set, forecasting will require accurate calculation of the Average Handle Time (AHT) for each contact channel. This is easier to do with calls than with emails, but a workforce management system can make volume forecasting easier. With this information, the contact center manager has two options to choose from – dedicated agent pools or the universal queue.

In the first scenario, once an agent’s skill sets are determined, he or she is assigned to a dedicated group that focuses solely or primarily on their best channel, whether that is inbound calls, emails or web chat. 

Such specialization also exists within call centers that only handle incoming telephone calls, as agents are assigned to specific areas such as handling complaints, closing sales on high-ticket items, and solving the problems no one else can solve. Over time, through the use of call monitoring and call recording software, managers discover these special talents within certain agents, and funnel calls to them where their skills can be deployed. 

The Universal Queue

With this simpler method, all contacts are routed to agents based on order and availability – first come, first serve. In a call center, that means the same agent should be able to handle a billing question and a technical support question, without having to transfer the call (or put the customer on hold while they find someone who knows the answer). 

In a multi-channel contact center, universal queue agents might first respond to an email, then resolve a customer’s issue via web chat, and then take a phone call.

The advantage to this method is how it facilitates cross-training and forces agents to become adept at handling the various methods of customer communication in a shorter time span. Cost is another advantage. If agents can support multiple channels, less staff will be required. 

Not every agent will have the skill set to become a “universal” agent. In addition to product, service and support knowledge, these agents must be talented, motivated and able to command a wide range of technologies. 

As a result, contact centers that opt for the universal queue approach will inevitably devote more time and effort to coaching and training on multiple customer touch points. Some people have a natural inclination to communicate verbally, and may need more help with the written word. Others will arrive with an inverse set of abilities. Thus, managers need to determine if the additional time and capital investment in agent evaluation and preparation will be more than offset by the advantages that universal agents provide. 

The Role of Technology

Whether a contact center opts for dedicated agent pools or a universal queue, it is also necessary to have the right technology platform in place, and agents fully trained on the platform. For agent pools, that means routing various methods of customer contact to the right agent. For the universal queue, it means integrating data from all communication modes, and scheduling agents to maximize productivity. 

Conclusion

In a corporate era where specialization is the goal, some contact centers are re-discovering the benefits of universal agents. Team members who can perform multiple tasks and communicate through different channels provide a valuable resource. It requires additional time and investment to train these agents, but ultimately their knowledge and efficiency add value to the contact center. Universal agents drive customer loyalty through the quality service they provide, while lowering costs to the company. 



Learn More

Turning Contact Centers into 'Insight Centers'

Posted: by:

When companies seek to gather more information about what their customers like and don’t like about products and services, they often turn to the contact center. This is the front line of customer communication, where calls deliver feedback that becomes data than can be analyzed to improve performance. 

What does it take for a contact center to become an ‘insight’ center? 

Start with the right agents and managers, working with the right technology, within a system that incorporates analytics, performance management and coaching. When the system works right, it identifies issues quickly so they can be solved, limiting any damage. 

One large communications company with 45 call centers discovered that average handle time was four times longer at one center. The issue – agents having trouble answering questions about a new device – was discovered within a few hours. Without the actionable insight provided by the company’s workforce management technology, it might have taken days –  or even weeks. 

Boosting Insight with Speech Analytics

Since 2/3 of customer interactions still take place over the telephone, speech analytics has become a more prominent source for customer insight. Contact centers are incorporating this capability into WFM solutions, as well as using the identification of repeated words and phrases to identify emerging trends. 

How? One payment processing company used speech analytics to discover that a growing number of customers were on the verge of finding another company for the service its provides. It then began flagging those calls and scheduling immediate follow-up contacts to keep those at-risk accounts. Result? Almost 600 accounts saved, worth more than $1.5 million. 

When a contact center is able to identify customers that are thinking of leaving before they actually do so, that is what being an ‘insight’ center means. Sometimes it might be as simple as tagging calls where the word ‘cancel’ is used; other times the indications are subtler. But when qualified agents have the tools they need, and managers can access vital data and analytics, the transition to insight center becomes less challenging. 



Learn More

Last year's Contact Center Predictions: How Did They Do?

Posted: by:

Hundreds of blogs, websites and magazines publish pieces about what a new year will bring. Not many of them go back later to review the accuracy of their predictions. So we found a piece from the beginning of 2014 featuring five technology trends believed headed for the contact center this year. Let’s see how it did. 

1. Hybrid Cloud Adoption

It was anticipated that 2015 would see more contact centers with a hybrid environment, where some solutions were accessed from the cloud and others were installed on-site. While such businesses exist, the more prominent trend has been turning everything over to the cloud, because of the flexibility and cost-savings possible. 

2. Virtual Agents

Would 2015 be the year of the virtual agent? Final stats aren’t in but thus far we are not seeing any indication of a significant increase in telecommuting, though this is a movement that has seen steady growth over the past decade. Cloud-based workforce management that allows agents to access the technology they need from any location will, if anything, expedite this trend. 

3. Customer Service Apps

The smartphone, many predict, will change how customers interact with companies, and may even result in the extinction of the contact center.  But while more companies have introduced customer service apps in 2015, contact centers are not going anywhere anytime soon. 

4. Attack of the Big Data

Frost & Sullivan defines Big Data as volumes of data so large and moving at such a high velocity that they are difficult or impossible to work with using traditional database management tools. There has indeed been a growing influx of data from both traditional and new sources, including data logs, social networks, and clickstream data in web interactions. Monet Software has devised solutions to make this data more accessible and better organized, so it can be used to bring a new level of customer insight, and help drive real-time decisions on customer handling and workflow. 

5. Multi-channel Access

This prediction was certainly accurate. Companies can no longer be content with traditional call center functionality. Customers now expect to reach out via other channels and receive the same quality response. For contact centers this means not just having qualified personnel in the right positions, but the ability to capture data across the channel spectrum that will help deliver better service in the future. 


Learn More

(Re) Introducing Desktop Analytics

Posted: by:

Speech analytics has been a hot topic within the contact center industry over the past 2-3 years. But desktop analytics, which has actually been around longer, does not always get the attention it deserves. Monet offers speech and desktop analytics solutions, and both can play a pivotal role in the efficiency of your contact center. 

Perhaps this technology needs a new introduction to a market this is flooded with analytics ideas and solutions. This is one that merits your attention. 

Where speech analytics is primarily customer-focused, desktop analytics (DA) delivers insight on your agents and your processes. It captures and analyzes all agent desktop activities in real time, and it improves process automation and workflow. 

What makes (DA) unique is not just the capability of turning a spotlight on system, operational, or staff-related issues; it is the system’s ability to provide guidance and improved process automation, so these problems can be solved without scheduling meetings and taking time away from the day-to-day challenges of running a contact center. 

Desktop analytics is available as a standalone product, but our DA solution is one that works within and enhances our WFO suite. It is yet another tool available to managers trying to figure out why some processes have slowed and where issues need to be fixed. It also provides a way to confirm findings collected from other means.  

Are you Ready for Desktop Analytics? 

If you want more transparency into how your contact center functions, what agents are doing at their desks, whether your business is in compliance with government or industry guidelines on information gathering, and where your procedures are falling short of expectations, desktop analytics may have the answers. 



Learn More

The 7 Most Significant Contact Center Metrics

Posted: by:

Metrics deliver the data that keeps your contact center on track. And with an advanced workforce management solution like Monet’s WFM Live, metrics that were once only attainable with the most costly and advanced solutions are now within the reach of smaller and midsized contact centers. 

Of course, it’s not enough to compile data; that material must be reviewed and analyzed to measure performance and inspire beneficial changes. Looking for a place to start? Try these seven top performance measurements. 

1. Schedule Adherence and Efficiency

Are your agents working when they should? When that doesn’t happen, the center may be understaffed, leading to missed calls or delayed responses. Improving adherence will have an immediate impact on productivity and customer service. With WFM it’s easier to always have the right number of agents in place for each day and each shift.

2. Call Answer Time

What is the average speed of answer (ASA) at the call center? Most centers have a defined wait threshold that should be met consistently. 

3. Agent Occupancy

Finding the balance between keeping agents busy but not overworking them is the challenge of agent occupancy. It’s a key element in schedule efficiency where the goal is to avoid having too many agents sitting at their desks doing nothing, while also having enough available personnel so that each call is promptly answered. 

4. First Call Resolution

Customers want to resolve issues with one call, which makes a call center’s first call resolution rate critical to customer satisfaction. Sometimes it’s not possible, but if an agent consistently lags behind established goals, he or she should be scheduled for additional training. 

5. Transfer Rate

Few situations are more frustrating for a customer than explaining an issue to one agent, and then being transferred to a supervisor and having to do so a second time. While this may still qualify as a first-call resolution if questions are ultimately answered and the problem is solved, it should still be kept to a minimum whenever possible.

6. Abandon Rate

When a customer hangs up, it will not always be the fault of the contact center or the agent. Some people just have shorter fuses than others. However, abandon rates can be reduced by shorter wait times and courteous agents. 

7. Blocked Calls

Blocked calls never even make it to a call center agent, because of insufficient network capabilities. Obviously, the only possible result becomes a frustrated customer. Are some blocked calls inevitable at peak times? Or can these calls be taken with better scheduling, expanded trunks or other corrective measures? 




Learn More

Call Recording - What to Do Before and After System Installation

Posted: by:

While many call centers have enjoyed the benefits of call recording for decades, there are always businesses preparing to add this functionality for the first time. What the technology does is obvious – where first-time users sometimes err is in making sure that agents make the most of its potential. 

For contact centers preparing for call monitoring system implementation, here are five best practice tips before and after installation. 

Before the System is Installed

1. Don’t spring this on the team. Announce the decision to add call recording software in advance and clarify the reasons for the implementation. An agent’s first response might be concern over how every word they say will now be part of the company’s permanent record. Reassure them that this isn’t a “Big Brother” spying technique, but a way to improve performance for both managers and agents. Schedule time to listen to any feedback, questions or issues. 

2. Now that you’ll have the data from recordings, what do you want to do first? Create a priority list of which areas will receive the most attention. Explore how this information will impact how you presently determine quality standards and customer satisfaction. There’s a good chance the old guidelines will have to be updated, or replaced. 

3. There are legal issues that impact call recording. Clarify how recordings will be logged and saved, who will have access to this stored data, and whether the call monitoring software is compliant with the Federal Communication Commission and other government and industry organizations. 


After the System is Installed

1. Call monitoring will have a huge impact on your agent training. Live monitoring of agent calls does not always tell the full story of any employee’s skills. Take advantage of the access you now have to every agent-customer conversation, and create a system for how to incorporate recorded calls into training sessions. Many supervisors break calls into sections and review each one, along with the time it takes to interact with each customer, and how each agent fulfills the procedures established at the time of his/her hiring. Schedule regular reviews to maintain consistency. 

2. Use the data and reports generated by a call monitoring system to review scheduling of agents, whether at one or multiple call centers. Make adjustments accordingly to reduce the wait time on incoming calls, or any situations where agents are sitting at their phones with extended periods of non-activity. Finding the right formula to avoid either overworked or idle employees can have significant impact on the call center’s efficiency and its bottom line. 

 


Learn More

What’s Next for Workforce Management?

Posted: by:

More effective. More comprehensive. More centralized. More accurate. These are just some of the predictions of how workforce management (WFM) software will change over the next few years. 

It takes forward-thinking companies to stay on the cutting edge of future developments and changes in the demands of the marketplace. Monet is now designing the next generation of WFM, and we’ll have more to say about that in the months to come. 

In the meantime, this is what you can reasonably expect from workforce management within the next few years – and beyond. 

Precision Forecasting

As contact centers become more multi-channel and multi-skilled, forecasting will have to keep pace. Programs and computer simulation modeling will make it possible to predict multiple tasks and media within one interaction.  

One Stop Solutions

As systems become more integrated and centralized, metrics will be available to link front office and back-office functionality, and provide a wealth of data drawn from every aspect of the contact center and the company at large. 

Happier Agents

Tomorrow’s WFM solutions will help agents use their time more efficiently (example: automatically finding slow periods and scheduling coaching sessions during these lulls), while also providing even more tools to enhance the customer service they provide. In addition, as WFM gains the ability to automatically identify which agents are best suited for which platforms (phone, chat, email, etc.), they can be scheduled accordingly. That results in more confident, satisfied agents and happier customers as well. 

Happier Managers

The boring stuff managers have to do every day? With WFM assuming those tasks, managers can focus more on other aspects of business improvement and customer service. And with the cloud, agents can log into a contact center from anywhere in the world, and contact centers have access to a remote workforce that can step in on short notice if the unexpected occurs.


Speech Analytics

It’s already here but it’s going to become more prominent. As automated speech analytics tools become mainstream, WFM will generate additional data from customer interactions that will allow for the resolution of issues as they arise. It will also help agents know the right words and phrases to use not only for compliance issues but to communicate clearly with customers. 


Better Coaching/Training

Automated training processes will recognize when agents are doing well and require less attention, so more focus can be put on agents that under-perform. E-learning, especially as incorporated into other training sessions, will make it possible for agents to get better at their jobs at times when they are not busy doing them. 

Access via Cloud

As it becomes imperative for WFM to be accessible from multiple places and devices, the cloud makes that flexibility possible. 

Sound promising? If so, here is some good news – many of these applications and capabilities are already incorporated into Monet’s WFM Live. If this technology is in your contact center, you already have the solutions that are on the wish lists of other companies. 

Now let’s see what some technology experts believe may be coming to call centers in 5-10 years. 

Taking the Lead

We’re not at the artificial intelligence level yet, but workforce management will certainly become more perceptive, more automated, and more functional. Today’s intra-day tracking and reporting will give way to WFM identifying places were changes can be made to schedules and queues to deal with discrepancies, without any manager or agent having to do anything. 


Better Front and Back Office Communication

The same WFM used in contact centers will make its way into back office processes. Now the needs of the customers will be known to every aspect of the business, and in some cases WFM will pre-empt their needs and have automated reactions ready for different situations. 


The End of Offices?

While technology now makes work from anywhere possible, some believe the need for physical workplaces will continue to decline, as it will be more preferable for many employees. For this to happen, WFM will need to run smoothly on any computer and mobile device. The system will also have to provide the knowledge and guidance for agents working remotely to navigate complex issues, and have the functionality to meet the needs of virtual individuals and teams. 


I’ll Work When I Feel Like It

For those old-school managers who may think working from home is acceding too much to agent preference, just wait – the future is ready to further raise your blood pressure. Some expect that agent preference will one day be the first consideration when it comes to scheduling. Employees will be allowed to set their own working hours, requiring WFM to be more flexible to work out the forecasting and scheduling details. 


The Internet of Things

In the future, the person who bought a TV might not be the one calling to report a problem – the television itself may send the message through Internet-enabled technology. 


Ditching the Desktop

Today WFM makes it possible to work via mobile device when one is not at the computer. Will people still want to work through a desktop machine 10 years from now? Or will the smartphone that so many of us already stare at for hours also become our primary work device? 


New Monet Platform: Coming Soon

While many of these developments may be years away, Monet is already working hard on the new version of its award-winning platform. 

We have special plans for this next-generation solution, which will include a tightly integrated range of both new and improved features. These innovations will impact workforce management, quality assurance, performance management, speech analytics and desktop analytics. 

We are also adding expanded usability, enhanced flexibility, increased compliance with industry-specific regulations, and greater scalability to adapt and adjust to the daily realities of contact centers regardless of size and number of agents. 

Check back for more updates as they are announced. We look forward to bringing you the details both on our website and our Facebook, Linkedin or twitter


Learn More

Top 3 Call Center Quality Assurance Best Practices

Posted: by:

We’ve devoted several previous blogs to the importance of Quality Assurance (QA). If you have already introduced a QA program into your contact center, here are three ideas related to best practices that can improve its impact on efficiency and customer services. 

1. Focus on High Value Calls

While every customer is important, some customer calls are more valuable than others when it comes to quality assurance. Focus on those that expose potential issues with new products or marketing campaigns, or those from the type of customers that are vital to your company’s success. Desktop analytics software can make it easier to locate these calls. 


2. Include the Customer in the Process

Serving your customers better is the reason to introduce QA – so it makes sense to include their feedback instead of just assuming what they want from your business. Review customer satisfaction scores against QA results, and address any gaps or discrepancies. Update customer surveys frequently. 


3. Refine Coaching and Training

Make certain new agent hires are on board with QA from day one. Give them the skills they need to prioritize the goals of the program, and make sure they have the technology that makes it easier for them to deliver a positive customer experience. Quality assurance should also be part of ongoing coaching efforts for all agents. A Gallup poll found that targeted coaching programs improve customer loyalty by more than 50%, and achieve 27% greater profitability, in part by cutting average handle time in half. 


Learn More

How will the Internet of Things Change the Contact Center?

Posted: by:

How will IoT impact the contact center? Theories already abound: here are just some of the predictions. 

The role of the agent: IoT provides more proactive outbound communication with connected devices, which can self-correct issues that previously might have generated a phone call. Agents may thus become more specialized to handle specific issues that fall outside the technology’s capabilities. 

More extended service contracts: Manufacturers will likely offer IoT as a service upgrade, and agents will manage these tiered service offerings.

Proactive solutions: If the machines are talking to each other, the contact center agent’s computer will be in on these communications, so the agent will know about the issue before the customer calls – he might even be able to implement a solution in advance.  

“There’s a call from Jane’s blender on line 2…” Contact centers are accustomed to communication via smartphones and tablets; with IoT, other electronic devices may also have a ‘contact’ button from which customers can reach out to contact centers – or allow the device to automatically send a message that describes the problem. 

Better customer experience: gathering data from new devices will deliver more insight into how they are used, which could inspire changes that have a positive impact on the customer experience. Plus, if the agent already knows the specifics of the problem, it will shorten call times.

Not everything will change. Widespread adoption of devices with this technology is likely many years away, and even after it happens millions of consumers will opt for less sophisticated (and likely less costly) traditional appliances and electronics. Whatever the future brings there will always be a need for the same contact center services being provided now.  



Learn More

5 Words that Describe the Best Customer Service

Posted: by:

Recently, one LinkedIn group related to contact centers conducted an interesting experiment by asking, “In one word, how would you describe the best customer service?”

How would you respond to that question? The words that were selected were revealing, as they forced contact center professionals to express the most important aspect of their service effort in a single word. These are the five words selected most frequently by those that responded. Do you agree with them?

1. Empathy/Understanding

In this context these two words refer to the same thing – an expression of support related from the agent to the customer, that goes beyond the words in the script or the service provided. Is this being emphasized enough at your business?

2. Satisfaction

That’s the ultimate goal, so it’s not surprising that many would choose satisfaction. Different contact centers may try to achieve consistent customer satisfaction in different ways, but it should be the inspiration for every change in personnel, approach and technology. 

3. Listen

Contact centers devote a great deal of time and energy to writing a script, but it’s what happens when the agent isn’t speaking that is even more important. Customers don’t want to be read the company policy; they want someone who hears their issue and responds accordingly. 

4. Patience

This was an interesting choice. Average handle time is an important call center metric, but customers don’t care about that. Sometimes a few extra minutes are necessary to work through a customer’s issue, and to make certain they are happy with the result. It’s worth the extra time. 

5. Caring

Caring seems closely tied to the #1 result. But it goes one step further. It’s not just that the agent is sorry the customer is having an issue and can identify with the frustration it caused – it’s making sure the customer is happy with the resolution, and then asking if there is anything else that the company can do at that time. It’s expressing appreciation for the business, and not just because that line is in the script. 

If you agents have these five qualities, your contact center is poised for greatness. 


Learn More

Cloud Transition Anxiety? Five Reasons to Relax

Posted: by:

Change is never easy. Perhaps that is why many contact centers are still reluctant to make a switch from their software-based technology to the cloud. Even the prospect of no longer dealing with maintenance, storage or utility costs is not enough to offset concerns about whether a hosted contact center solution really delivers on everything it promises. 

Here are some of the most common reasons why businesses hesitate, and how we address them with our clients – most of whom ultimately make the cloud transition, and now couldn’t be happier. 

1. I’ll lose too much business during the transition!

Actually, you won’t. The cloud solution will be customized, prepared and tested before it is live, and can run parallel with your hardware solution during the actual conversion, so it can continue to function if an issue arises. Typically, however, the switch to cloud is quick and easy. 

2. Is it really better?

Absolutely. It is more flexible, it is more scalable, there are no upfront costs, you pay only for what you need, you’ll receive software upgrades automatically as soon as they come available (without receiving a bill every time that happens) which makes it easier to work with home-based agents and other telecommuting personnel. These are just some of the benefits you’ll enjoy from day one. 

3. I’m worried about turning over control of my data to a cloud

Maybe they should have found a better word when the technology was introduced, so it doesn’t seem like your data is traveling somewhere so distant. But the reality is you are still in control, just as you were when the hardware was sitting in your contact center. You can make changes as you need them, and with Monet you’ll also have the expertise of our dedicated support team to answer any questions. 

4. It costs too much

Not at all. Hosted solutions cost 1/3 less than hardware solutions (and that is a conservative estimate on total savings). In fact, cost is one of the primary reasons why companies make the switch. 

5. The cloud is unreliable

Once again, the opposite is true. Cloud solutions are actually more reliable than hardware-based technology because of their built-in fail-safes and redundancies. When all of your equipment is in one place and something goes wrong, you are out of luck. With the decentralized nature of the cloud, even a power outage won’t shut you down. 



Learn More

The Continued Growth of Cloud Adoption

Posted: by:

According to a study sponsored in part by Oxford Economics, 69% of businesses surveyed expect to invest in the cloud either moderately or heavily over the next three years, migrating their core business functions as a result. 

These findings are consistent with a Forbes magazine piece published in June of 2015, suggesting that 55% of enterprise predict cloud computing will enable new business models in three years. 

Why are these transitions taking place, particularly at contact centers that seek the benefits of a comprehensive workforce optimization solution?  

Implementation

With the cloud, a call center can be up and running with new WFO software in just days. Traditional WFO can take weeks, and sometimes months, to install. 

Costs

No upfront investment for hardware and software is required for WFO in the cloud. Instead, contact centers pay a monthly subscription fee that, in many cases, will also cover training, support, maintenance and upgrades. Operating costs are lower as well, as there is no need for backups or hardware replacement.

Performance

The cloud gives contact centers room to grow, and upgrade the functionality they need when they need it. With a server on-premises, a contact center is limited by what that server can handle. Many call centers also report better ease of use with a software as a service (SaaS) solution. 

Upgrades

All upgrades are automatically delivered free with WFO in the cloud. Upgrades to traditional hardware and software are an important revenue source for their respective manufacturers, so they won’t be going away. 

Risk

There is always some risk when a call center invests in new technology. But with a cloud system it is easier to cancel a service that is not satisfactory. This is not always the case with a substantial upfront hardware/software investment.  



Learn More

Contact Center Leadership: Four Tips for Success

Posted: by:

What qualities do you find in a successful contact center manager? If success is judged by how well  agents perform at a call center under the manager’s leadership, then it’s important to identify the most effective ways to motivate and lead a team of individuals with different priorities and personalities. 

Here are four tips that will generate positive results. 

1. Join the Team

There is an unavoidable separation between labor and management. But when managers conduct themselves as part of a team whenever possible, it often inspires better agent performance. 

2. Lead by Example

“Do what I say, not what I do” is a recipe for a hostile work environment. The best managers follow the same rules as their employees, leading by example and demonstrating confidence in the policies that have been put in place. 

3. Recognize Achievement

While the team concept is important, recognizing individual accomplishments is also imperative, and can have a positive effect not only on the person being recognized but his or her coworkers as well. Knowing that hard work is appreciated is one of the best morale-boosters that a manager can provide. 

4. Listen

Agents are on the front lines of customer service, and they will have ideas on how methods or scripts can be altered to better serve customers. Listen to those ideas and reward those that are implemented. The more an agent feels like he or she is part of the company, the more likely they are to stick around.



Learn More

Fine-Tuning Your Quality Assurance Program

Posted: by:

Quality Assurance (QA) provides the bridge between call monitoring and quality monitoring. It introduces a critical grading component into the call monitoring process, so captured calls can be measured against call center guidelines and procedures. Indeed, the process of quality monitoring begins with the creation of a quality assurance scorecard used to measure agent demeanor and performance as related to KPIs. 

It’s an easy term to define, but a more difficult one to put into practice. Unfortunately, too many contact centers view quality assurance like it was one of those rotisserie ovens that used to be advertised on late-night informercials, where the pitchman says all you have to do is “set it, and forget it.” 

That won’t work here – QA is a program that requires frequent monitoring and adjustment. It’s also a company-wide process where agents, coaches, customer input and technology must be coordinated to achieve optimal results. 

If your contact center is not getting the most from its Quality Assurance efforts, here are some fine-tuning tips that may help identify and resolve any issues. 

The Role of Agents

If your agents have not bought into the goals of the QA program, its chance of success has already been compromised. It is vital for managers to create the perception that QA is a program that requires their participation, and not a program created just to catch them making mistakes. This is often a problem with new agents, or when QA evaluation is first considered.

The more managers can solicit agent input, the more they will feel like part of a process, rather than being singled out as the cause of service issues. Toward that end, keep the lines of communication open on the call selection process, and ask for agents’ help in writing the best questions to rate each call. It’s also helpful to encourage self-evaluation of each agent’s recorded calls. 

Another approach that works, especially with millennials, is to present aspects of the QA program as a game or company-wide contest. Offer prizes to agents for flagging their best calls, worst calls, funniest calls, and most unusual customer engagements. Not only will this make agents more attentive to QA during their shifts, it often collects the calls that will be most helpful in training current and future agents. 

One more tip – give agents the opportunity to view QA from the reviewer’s perspective. For agents accustomed to the receiving end of QA evaluation, this provides a chance to review the performances of their peers, and perhaps learn something in the process. Those that are most perceptive should be considered candidates for your permanent QA team. 

The Role of Customers

Customers provide the raw data used in Quality Assurance measurement. It’s essential to know what they’re telling you, in some cases what they are not telling you, and to make sure that customer survey scores are correlated with QA scores. If they are not, it’s possible you are not measuring what is most important to your customers.

When you are setting up your call selection criteria and creating QA forms, focus on the most significant type of customer feedback for this exercise, which is the content of their conversation with agents. The contact center can do little about other types of customer complaints (such as faulty products or confusing advertising) outside of noting patterns and passing that data on to other departments. For quality assurance purposes, only the conversation between the agent and the customer should be analyzed. 

The Role of Coaching 

Many contact centers schedule one coaching session per agent per month – then fall behind and wind up rushing through the last few on the 30th and 31st. Set up a reasonable schedule of weekly sessions that covers the full agent roster, and provides consistent feedback. This also makes it easier for proper advance planning prior to each session, which should include granting agents advance access to their QA evaluation and recorded calls. That gives them time to review the data and provide feedback, which results in a more productive session.

Some other helpful coaching tips:

Follow-up with under-performing agents to confirm that recommendations from the last evaluation is being implemented

Recruit consistently high-scoring agents to conduct peer-to-peer coaching 

Provide regular “job well done” feedback between evaluations to celebrate successful calls that stand out

Finally, and this should be obvious, coach agents that really need the coaching more frequently than those who deliver consistently. 

The Tools of the Trade – and How to Use Them

Start with the QA form: confirm that the qualities that constitute a successful call are clear and well defined. Provide definitions and examples so there is no uncertainty.  Make sure each part of the form is linked to a specific business goal or objective. Also keep in mind that there is something to be said for brevity – a form with 50 questions is not using anyone’s time efficiently. Like the express lane at the supermarket, keep it to 15 items or less. 

Evaluating a random selection of calls will deliver valuable results, but the more you can target specific types of calls for review (by tagging them), the more insight you will gain into how these calls are being handled. 

From a technology standpoint, analytics can increase the effectiveness of any Quality Assurance program. Speech analytics and desktop analytics can reveal problems that may otherwise go unnoticed, identify trends, and uncover solutions to better serve high value customers and high value accounts. 

Should every call be monitored with speech analytics? Why not? As long as every call consists of the same components – greeting, closing, information verification, upsell opportunity, etc., it provides a way to analyze customer responses for a variety of factors, and further analyze agent performance on product knowledge, empathy and adherence to script. 

Conclusion

For call centers, a Workforce Optimization solution that incorporates Quality Assurance, speech analytics and desktop analytics can play a significant role in boosting customer satisfaction and productivity, while reducing costs. But as the old song says, it ain’t what you do, it’s the way that you do it. Make sure your QA program and its personnel are striving toward the same goals. 



Learn More


A More Efficient Call Center in One Minute?

These are just some of the real-world benefits experienced after implementing Monet WFM software.

Watch Video