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Don’t Be Afraid of Change at the Contact Center

Posted: by: Chuck Ciarlo

“To improve is to change; to be perfect is to change often.” 

― Winston S. Churchill


It’s easy to fall into ruts, whether it’s Friday night dinner at the same restaurant, or contact center guidelines for how agents should handle specific customer situations. 

There is something to be said for “If it ain’t broke, don’t fix it.” But what if the processes you have in place now could be made even better? 

You’ll never know until you try. Here’s how to start. 

Identify a Need

Chances are you’re doing better on some KPIs than others. Select one where you suspect the number could be better. Or, let your customers make this decision for you by reviewing whatever feedback you’ve received. 

Let’s use Average Handle Time (AHT) as an example. How can this get better? Include managers, coaches, trainers, and agents in this brainstorming session. Collect all suggestions and discuss the potential of each one. Just don’t try two or three at the same time, because then you won’t know which one did the trick. 

Take It For a Test Drive

Perhaps the solution that has the most support at your contact center is eliminating cold transfers. So make the changes necessary so that when a call is transferred, that customer’s relevant data is transferred as well, so the same questions won’t have to be asked a second time. Try it for 30 days.

Review the Results

Once the 30-day period is over, find out if the change had the desired impact. Has average handle time been reduced? Great! If not, try the next most promising suggestion, or refine the information transfer process and repeat the experiment. 

Keep trying and you’ll see positive results. 

A workforce management solution delivers the metrics you’ll need to begin planning positive changes at your contact center. First time considering WFM? This blog will let you know what questions to ask as you being exploring the options available. 

Or, check out a free online demo of Monet’s WFM solution

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