(Even More) Ways to Make Your Contact Center Better | Workforce Management Blog

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.

(Even More) Ways to Make Your Contact Center Better

Posted: by: Chuck Ciarlo

The purpose of many of our blogs and articles is to provide information and suggestions on how to improve the quality and efficiency of your contact center. Of course, what works for a small center with 10 agents may not be equally appropriate for a large 24/7 facility with three shifts of 200 agents. 

So the goal of this piece is to offer so many different kinds of tips in one article, you are bound to find at least a few that will be beneficial. Welcome to our spring cleaning piece – here is all the good advice we’ve had laying around the office all winter. 

Let’s get started on making your contact center even better than it is right now. 

Smart Call Routing

Use WFO or speech analytics to route customer calls to the agent best suited to deal with each caller’s issue. Calls will be handled faster, and customers will be happier. 

Team Building 

Take the agents that work together out for some friendly competition, especially if they are pitted against the managers. Arcades, go-kart tracks or any fun activity can encourage agent motivation and loyalty. 

Keep your Door Open

Agents appreciate a manager that is available to them when a problem arises or a question needs to be asked. The closer managers are to the area where agents are fielding calls, the better sense they will have of what is working and what is not. This is important for team-building as well. 

Provide Multichannel Access

Some of your customers may want to interact with your company without using the phone. At some contact centers as many as 40% of customer interactions are handled via live chat, while others are conducted with email. 

Basic Training 

Take potential agents on to the floor to listen to calls before they go into training. This makes training more relevant and ensures they feel comfortable with the role and environment. Then start new agents on the phones with support before letting them fly solo. It builds their confidence. 

Create an External Knowledge Base

Is there a place customers can go to answer the most basic questions about your company before calling? Don’t just create it – promote it via social media and your IVR message. 

Make Your Customers Happy to Be Customers

Courtesy on the phone, empathy when there is a problem, and a friendly greeting and close to each call can make a big difference. 

Expedite the Customer’s Path to a Live Agent

While it might seem more efficient to collect a caller’s personal information via automated message, the customer often has to confirm some of it with a live agent anyway. Most callers would prefer speaking to an agent as soon as possible. 

Ditch the Emoticons

Do you really think an emoji with a tear in its eye is going to make a customer feel better about the order they never received? This isn’t junior high. 

Empower Your Agents

Trust agents with the authority to handle basic transactions without a supervisor’s involvement or to use his or her best judgment with more complicated issues. This expedites the customer’s call and also makes agents feel more valued. 

Free Product Samples

When a new product is introduced, provide your contact center agents with one so they can get acquainted with it, and better understand what questions may arise from its use. 

Use Metrics Wisely

Metrics are vital in providing data on customer service goals – but make certain agents aren’t trying to lower average handle time by rushing through customer calls. The first priority is always the customer. 

Promote From Within

Managers that used to be agents will have more insight into how the front line works, and will be better able to structure their forecasting, scheduling and training

Be Patient with Seniors

Remember that seniors did not grow up with the same technology you did – make sure your agents know this as well, and encourage patience as they instruct the AARP generation how to negotiate online portals. 

Customer Survey

Think you know what’s most important to your customers? Why not confirm it with a survey that covers what they expect from a contact center? You may be surprised with the results. 

Employee Appreciation

Show your agents that their work is valued. A free lunch here, a spa day there, even an encouraging word or inquiry about their family can make them feel appreciated. And don’t neglect your off-site agents if you have them – telecommuting employees need acknowledgment too.

Share Training Ideas

A good idea for training and development can come from an agent, a coach, or even from someone outside the contact center. Hold meetings to update training session procedures and always look for ways to improve them. 

The Suggestion Box

Whether it’s handled though regular meetings or anonymous suggestions submitted through the old-fashioned suggestion box, make sure agents have a means to offer ideas for contact center improvements – many of which can be implemented at little or no cost. 

Create a Suggestion Box for Customers as Well

If you don’t wish to do a customer survey, have your agents ask customers before closing each call if there is a way that the contact center can better serve them. 

Communication Builds Relationships

Face-to-face interaction with different company departments should be encouraged. Shared knowledge about how different aspects of the company work will result in new ideas to create better synergy, and ultimately better service. Also make sure the lines of communication are always open within your team, by keeping them up to date with any news, company changes or notable customer feedback. 

Lead by Example

Motivation is always more effective when it comes from someone who follows the same rules and exhibits the same enthusiasm. Agents will pick up on a “do as I say, not as I do” approach very quickly, and respond accordingly. 

Never Settle

Did you achieve all of your goals this month? Great! Now set some new ones. Strive for continuous improvement every day. 



Watch Demo

Comments are closed

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