Call Center Cloud Hints, Tips & Best Practices
A lot of us choose the careers we want based on one simple premise: whether or not there is math involved.
Unfortunately, math cannot be entirely avoided, even at jobs that seem to work more with words than numbers.
Take the task of providing great service at a call center. You need an effective script, and agents that know how to relate to customers, and a
workforce optimization system that deliver forecasts and schedules that keep the business running at optimal efficiency.
But how can you prove that service is where it needs to be? Here is one system that may help. And yes, some math is involved. Sorry.
First, you need to define the terms that will impact how service is assessed, starting with abandoned calls. Do you count the ones that hang up before an agent responds as a “call offered”? Or ignore them entirely since there was no opportunity offered to achieve a successful result?
Next, select a service level objective, and the service level formula that works best for your business. There are several to choose from:
Once you have your formula, select a time interval and clearly define exactly when a call starts (when the phone rings, or when the caller selects the IVR option that links them to a live agent, or after the recording opening message completes). Then, decide on a measurement interval (by hour, shift, day, etc.).
workforce optimization solution will be invaluable here, as it will gather the data necessary to calculate your service level. Analyze the data, review the results, and make appropriate adjustments in procedure or technology that could help you reach your service goals. Then start the process all over again. At least the second time, the math will be easier. Watch Demo
Workforce Management (WFM) is important; Workforce Optimization (WFO) takes WFM to the next level.
With WFM, your
agent scheduling will become much easier, and much more accurate. You'll always feel confident that the right numbers of agent are serving your customers.
But why stop there? With WFO, you'll learn something from every one of those customer engagements.
Call recording protects your company from legal action and provides a valuable resource for agent coaching and training; quality monitoring helps you assess levels of customer satisfaction with your speed and service quality; speech analytics delivers more insight into what your customers want, so you can sometimes anticipate their needs before they even express them.
With WFO, managers have everything they need to attack key performance indicators and bring them into acceptable levels. And it helps your agents do a better job as well.
Once you've made the decision to explore workforce optimization options, it will become clear that, given the impact WFO will make on your business as well as the costs involved, it's important to choose the right solution the first time.
Monet's WFO Live makes it possible for companies of any size to scale IT quickly and efficiently, and to make changes without business interruption.
But what about security? Monet currently has customers with dozens of agents - and thousands of agents - successfully using Monet Live in a secure, scalable cloud.
Still have questions? Monet is always available to help address the concerns of companies considering a cloud solution, and to identify the many ways in which the cloud can benefit your contact center.
Six months ago, Fortune magazine published a story with the headline "Why Contact Centers Are Moving to the Cloud." It's just one of many such stories tracking what has become a mass migration. Insurance companies have been part of this phenomenon, as they begin to recognize the numerous financial and technological advantages of switching from on-premise hardware and software installation to a cloud delivery model. One of the most important of these is cost. By handling WFM in the cloud a call center doesn't have to budget for the purchase of hardware, software, database or data center infrastructure. With a subscription-based cloud system there is no large upfront cost and no licensing fees. Operating expenses are lower as well. The money that is saved can be re-invested in other parts of the company. The ability to make a fast and trouble-free transition has also helped to grow the cloud market. Traditional solutions take a great deal of time to install - how would an insurance call center be impacted during this long transitional period, when customers may not conveniently stop having policy questions until it's finished? Cloud solutions also provide a more intuitive end-user experience, which shortens the learning curve for call center agents. With the cloud, downtime is reduced and ROI is achieved faster. Flexibility? Scalability? These attributes are more easily achieved the cloud as well. Cloud service providers allow companies to increase or decrease existing resources as needed to accommodate changing demand. Plus, with the cloud it's easier to operate multiple contact centers from one facility, to accommodate agents working from home, and to make it more convenient for those that wish to access applications from a mobile device. If there has been one lingering concern with this technology, it has been security. For insurance companies and healthcare providers where the protection of customer information is paramount, any perceived vulnerability would be enough to steer clear of cloud adoption. But if that concern was ever justified, it certainly is not anymore. The cloud now offers a range of security measures to protect data, communications and the physical data centers where information is stored. Several layers of security measures and processes are built into the cloud infrastructure, platform and services. All client access endpoints are secured, with alerts for password brute-force attacks that prevent those accounts from being compromised. Built-in firewalls provide additional protection, and many clouds also offer encrypted data storage.
If your insurance call center has still not investigated the numerous advantages of cloud computing, what are you waiting for? Monet can help. Learn More
Perhaps you know the answer to that question. Or perhaps you just think you do.
There are two definitions for
workforce optimization (WFO) – one that provides a general assessment and one specific to the contact center industry.
The general definition, or at least the one offered by Technopedia, is: “A strategy used in business with a focus on maximum customer satisfaction and benefits with minimal operational costs and supported by integrated technologies, cross-functional processes and shared objectives.”
All of these qualities would certainly apply to a healthcare contact center, but would also work for any number of professional pursuits. When we think
WFO for our industry, the definition incorporates specific functionality that helps deliver better patient care, such as call recording, workforce management, quality management and speech analytics.
We’re exploring this topic because of a recent Gartner report predicting that by the end of 2018, 70% of organizations with more than 300 contact center agents will be working with an integrated workforce optimization solution, either on-premise or in the cloud.
That’s about 20 months away. If you have not yet explored the possibilities of
WFO, there is a real risk of falling behind other healthcare organizations committed to maximizing efficiency and customer service. It’s a big decision that will impact every aspect of your company, even beyond the confines of the call center itself.
When you’re ready, start with a list of priorities and then seek out the solution best suited to meet them. Also, as so many business processes will be affected, look for a
WFO application that can be implemented and integrated in a way that reduces the learning curve, while working toward ROI from day one. Price will also be a likely consideration, so a cloud solution may be the answer to achieving your technology goals at a cost you can afford.
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The IVR at a contact center is like the drill in a dentist’s office. It has to be there, but no customer ever wants to experience it. Still, this may be the first involvement a customer may have with your company, so it’s important to make the best first impression possible. Given most people’s reactions to recorded messages, that may be an uphill battle. When is the last time you reviewed your IVR, and whether it is helping or hindering customer relations? If it’s time for a checkup, here are some tips to help. 1. Brevity
The faster the IVR gets customers the answer they seek, or to an agent, the less intrusive it will appear. Long marketing messages incorporated into caller options are usually perceived as annoying, not informative.
Are the menu options clear? Will a caller always know which selection will get them where they need to go?
Have all of the most prominent reasons for customer contact been taken into consideration? Are most callers hitting the ‘0’ to speak to an agent right away because the IVR does not present them with a better option?
Have your customer demographics changed? Are recorded messages available in more than one language? Does the recording use phrases that may be familiar to some but not to others (slang)?
Can your IVR be tied to
speech analytics for even faster and more accurate call routing?
With these assessments, you should be able to arrive at a better assessment of what the IVR is supposed to achieve, view the system from the perspective of your customers, create a message that is clear and simple, and measure rates of IVR abandonment (and where they occur) to further fine-tune the end result.
We were so busy at the recent ICMI Contact Center Demo and Conference in Long Beach, California, we didn’t even have time to see the Queen Mary, docked just a short distance away.
But that’s not surprising when we’re gathered with thousands of contact center industry professionals, discussing what’s new in the industry, and helping managers realize the
benefits of automated workforce management, particularly when it’s delivered via the cloud. As always there were a number of sessions related to managing technology, operations and personnel, as well as fresh ideas for better strategy and leadership. There were also sessions on managing smaller contact centers with less than 50 agents. We had several discussions with managers at these smaller centers, who were looking for ways to achieve more accurate forecasts and schedules than what they were getting from spreadsheets. We offered demos of Monet WFM Live – Workforce Management in the Cloud, and they were always impressed by its capabilities. But was it worth the investment for a smaller business? We showed them how ROI could be achieved much more quickly with the cloud delivery model, and how they would never have to pay for another software update, as they would always be implemented automatically at no cost.
If you missed this year’s ICMI event, we hope to see you at the next one this fall, or at Contact Center Week next month in Las Vegas. Don’t miss these opportunities to find out more about new technology, new customer engagement channels, and new ways to recruit and train agents. Learn More
What happens when a business can no longer handle incoming call volume with the personnel they have? For some, it means the decision to create a contact center to make sure this important function is handled in a way that optimizes the customer experience.
If this seems like a difficult challenge, here is some advice on how to make the job a little easier. Even if you have a contact center in place now, this piece might offer some helpful advice on how to make it better.
Layout will obviously be determined by the space available – are you opening in a separate building, or devoting part of your current workspace to call center functions? Either way, the objective is to make it as conducive as possible to efficient service and teamwork. That means sufficient lighting and ventilation, work stations with comfortable chairs that make it easy for agents to communicate with each other, but not so close that they’re interfering with each other’s calls. For a quieter atmosphere add acoustic wall panels or carpeting. Don’t forget a nice break room.
If you already have contact centers and this is an additional location, the first place to look for agents, managers and coaches is within your organization. Perhaps some will want to move to a newer facility that might be located closer to their homes. Otherwise, follow the same practices you do when offsetting attrition at your current businesses. Make sure to hire bilingual agents, as well as those more adept at text, online chat and social media.
Obviously start with the essentials – a secure LAN, predictive dialers for outbound calls, VoIP, IVR, and an automatic call distributor that routes calls to specific agents. A call recording system is a must for legal protection and agent training. This can be acquired as part of a workforce optimization solution that includes
workforce management, quality management, screen capture, performance management and agent analytics. With this technology in place, you’ll be able to do a better job of forecasting and scheduling from day one, while providing your agents with everything they need to serve your customers. Learn More
The calendar says we’re closer to Easter than Halloween, but we have a few contact center horror stories to share, and they’re too good to keep until October.
A customer opened a web chat with a cable TV provider. The company responded only with pre-prepared template messages – until the customer was shocked to see the personal information of another customer pop up on his screen. When this was brought to the agent’s attention, she typed, “Oh, sorry… hehe… I am typing in 2 other windows, and got confused." Another cable TV customer called to cancel service that had originally been ordered in her husband’s name. Her husband had recently died. When she explained this to the agent, the agent responded that he would still have to contact them to cancel. A corporate customer called a computer company to report that the 12 laptops he had purchased were not working. The agent’s response: “What do you want me to do about it?” A customer with a billing question was transferred to an account specialist. As soon as the call picked up, the agent yelled, You, I told you not to call me again.” When the customer questioned what was going on, the call was disconnected. The customer of an Internet service provider called to ask about a company’s bundling offers with cable TV, and the agent tried for more than 30 minutes to sell that customer a home security system. After the call ended, during which the customer did order cable, a technician arrived a few days later to install the cable – and the home security system that was never ordered. Some of these sad-but-true anecdotes, like the now-famous tale of the customer that was on hold with Comcast for more than three hours, are clearly aberrations from normal procedure. But we live in a time when one bad experience gets shared on social media, repeated on industry blogs, and may even go viral. So when we ask the question of why customers hate contact centers, these exceptional examples of bad service cannot be ignored. And as a recent survey from analytics company ForeSee illustrates, customer satisfaction derived from the contact center is crucial to company reputation, brand loyalty and future sales. After receiving feedback from approximately 11,000 contact center customers, each asked to grade their experience on a 100-point scale, ForeSee found that most businesses achieved scores around 70. Those in the 80s are on the right track – but some only managed to edge into the 50s, indicating the need for significant changes to policies, procedures, or personnel. Service-based contact centers tended to receive lower scores, which is not surprising. These are the types of businesses that hear primarily from customers that are already angry or confused, making the agent’s task even more difficult. Two Solutions: Technology and Sensitivity
How is your contact center doing on the customer service scale? Would you hit that 70-range of average success, or is there work to be done?
If it’s time for a fresh look, there are two areas where changes are more likely to bring about better results. Let’s start with agent training, which should extend beyond learning a script or becoming familiar with contact center procedures, and should also stress empathy, patience and understanding. Scripted responses might be more efficient, but it makes customers feel better if they believe they are connecting with a person who acknowledges their frustration, and reassures them that they have come to the right place for the help they need. We’ve mentioned the CARP Method before but it’s worth acknowledging again. CARP is an acronym for “Control, Acknowledge, Refocus, Problem Solve.” It was created by Robert Bacal, who wrote the book If It Wasn’t for the Customers I’d Really Like this Job. His advice for handling complaints – “Control” the situation with polite but firm responses; “Acknowledge concerns in a way that takes them seriously; “Refocus” the conversation to solving the problem rather than complaining about its existence, then “Problem Solve” and wrap it up. However, to be fair to your agents, it is also appropriate to train them on the difference between angry callers open to best practices communication, and the acceptance of an apology when merited, and abusive callers who just want to vent. It may not be possible to salvage these encounters, and it’s acceptable to give up on them when the threats and profanities start flying. Workforce Management Software
All of the burden for customer service should not fall on the agent’s shoulders. The contact center must provide the tools necessary for that agent to do his or her job, as well as provide forecasting and scheduling that assures the presence of enough agents to efficiently handle incoming calls.
That used to be handled with spreadsheets but can now be covered with a workforce management (WFM) solution. With the advanced functionality and the more accurate forecasting and scheduling made possible by WFM, as well as the data it delivers on agent performance, schedule adherence and KPIs, contact center managers can always be assured the contact center’s resources are being utilized in the most efficient and cost-effective manner. Among the benefits: Real-Time Adherence
Tracking and schedule adherence are difficult, if not flat-out impossible, with just a spreadsheet. Spot-checks are fine as far as they go, but without the real-time tracking provided by WFM there is a higher risk of over/under staffing, shrinkage and missed service levels.
You know what types of calls your contact center receives, and you know which agents are adept at handling those particular calls. But the process of routing calls to the best recipients is more complex given the number of calls expected in any shift, and the number of agents available to handle them. Skill-based routing becomes less challenging with a WFM solution.
Multi-Location and Multi-Channel Coordination
Companies with multiple contact center locations require a means to coordinate personnel, resources and schedules at each facility so the service they provide is consistent. There may also be agents working from home that must be accounted for. WFM delivers these multi-site capabilities.
Choosing the Best Solution
If you are considering the addition of
WFM, it can be a confusing process. The best way to be assured of choosing the right solution the first time is to be prepared. Have a list of capabilities that you’ll want from your system, such as: • The ability to coordinate in multi-skill, multi-contact environments
Support for email, phone and chat contact channels
The ability to run simulations based on required skills and personnel
The capability to analyze and report on a wide range of agent and scheduling data Next, have your questions ready for the vendors you contact. We’d suggest including these on your list: How will this system integrate with my business? The optimal WFM solution will improve a contact center’s procedures without requiring a complete overhaul of its current system. How much does it cost?
An obvious question but also one that, for many smaller and midsized contact centers, marks the end of the discussion – unless they choose a cloud provider.
How long will it take to set up?
Once again, advantage: Cloud. Set up can be completed in days, with secure access available to agents and managers in the call center and at remote locations.
Is the system easily usable/scalable?
Usability is a priority with most cloud-based solutions, so call center agents and managers can get started more quickly from any location.
No contact center has ever achieved a 100% perfect service record. However, it’s a worthy goal to pursue even if one is doing so with imperfect people – and that includes managers as well as agents. But armed with better training that emphasizes courtesy and customer empathy, combined with a workforce management solution that locates the gaps between the contact center’s available personnel skills and resources, the contact center that inspires customer derision can be transformed into a sales-building protector of the brand.
Perhaps you know the answer to that question. Or perhaps you just think you do.
There are two definitions for workforce optimization (WFO) – one that provides a general assessment and one specific to the contact center industry. The general definition, or at least the one offered by Technopedia, is: “A strategy used in business with a focus on maximum customer satisfaction and benefits with minimal operational costs and supported by integrated technologies, cross-functional processes and shared objectives.” All of these qualities would certainly apply to the contact center, but would also work for any number of professional pursuits. When we think WFO for our industry, the definition incorporates specific functionality such as call recording, workforce management, quality management and speech analytics. We’re exploring this topic because of a recent Gartner report predicting that by the end of 2018, 70% of organizations with more than 300 contact center agents will be working with an integrated workforce optimization solution, either on-premise or in the cloud. That’s about 20 months away. If you have not yet explored the possibilities of WFO, there is a real risk of falling behind companies committed to maximizing efficiency and customer service. It’s a big decision that will impact every aspect of your company, even beyond the confines of the contact center itself. When you’re ready, start with a list of priorities and then seek out the solution best suited to meet them. Also, as so many business processes will be affected, look for a WFO application that can be implemented and integrated in a way that reduces the learning curve, while working toward ROI from day one. Price will also be a likely consideration, so a cloud solution may be the answer to achieving your technology goals at a cost you can afford.
How much can substandard customer service cost your business? Considering a recent Zendesk survey that reported 82% of customers stop doing business with a company that does not treat them well, we would guess the losses engendered by poor service are substantial.
As the contact center is the first point of contact for many customers, it’s a place where service must be constantly emphasized at both the agent and managerial levels. Here are some customer service trends that are gaining more attention in 2016, and may help to improve performance at your contact center. 1. Help Customers Help Themselves
At first “do it yourself” sounds like the antithesis of customer service, until you realize that many customers (more than 50% according to the Harvard Business Review) would prefer visiting a company’s website to having to call a contact center. By offering an array of self-service options, you serve customers better and eliminate many of the calls asking for basic information and services that could be addressed in another way.
But what exactly are those other channels referenced in our previous point? Web, online chat, email and texting are just some of the methods your customers would like to use – and sometimes an issue can be best resolved by switching from one channel to another, without having to close the first engagement. Make it easier for customers to transition from web to voice, and make sure you are tracking that customer journey for quality management purposes.
3. Social Media
Social media is still under-utilized as a business communication tool – but chances are your customers are already using it to discuss your business. It’s important to be represented there so you can respond to comments, positive or negative, as well as promote new offers and generate the types of discussions that will help you serve your customers better. There is an informal nature to Facebook chats that can produce more insight into what your customers are thinking.
4. Video Chat
This is not something you may have to think about yet, but some companies like Amazon have already incorporated this channel into their customer service strategy. Those who enjoy using various webchat services or Skype may wonder why they can’t order products and ask questions from companies the same way. Video chat won’t add much to a contact center budget, but some agent training will be required to acknowledge the differences between a phone conversation and a virtual face-to-face.
5. The Cloud Makes Everything Easier
Will 2016 be the year that the cloud becomes the top platform choice for contact centers? It’s too early to tell but the early returns are encouraging. We’ve covered the reasons for the cloud’s ascension before – lower costs, faster deployment, scalability, flexibility, ease of integration, user-friendliness, and the peace of mind of knowing that your business is always running the most recent and most secure version of the software you need.
If it’s time for your contact center to take a closer look at the benefits of the cloud, Monet WFM is a great place to start.
Since there is never a bad time to listen to good ideas about improving call center performance, we’ve rounded up some of the best we’ve heard recently. Any or all of them can make a difference in your business.
If IVR use is unavoidable, provide options that will make it easier to route customers to the agents best qualified to address their situation.
Maximize the Value of Every Call
How much data are you gathering from customer calls? Is there a way to add to that through a technology upgrade (such as
speech analytics) or by a renewed focus on quality management and analysis of information gathered through workforce management? Setting Personal and Professional Goals
Most contact centers establish achievement targets – lower average handle time, better first call resolution, etc. As these are implemented, agents and other team members should also be challenged to set personal goals, such as a renewed commitment to courtesy.
Improve the Agent Desktop
Do agents have the information they need when they need it? Do they have to dig through various programs to find appropriate data, while customers are waiting to have their questions asked or their orders processed? Maybe it’s time for a more user-friendly solution.
Share Successes and Good Ideas
When an agent finds an effective solution to a recurring problem, make sure that word gets out. Identify calls where everything went right, and schedule a group session so everyone can listen to it and learn from what they hear.
We’ve been discussing this often lately. Allow your agents to make decisions for customers – this not only requires a level of trust in agent judgment, it also necessitates a
workforce management solution that provides agents with the data they need in real time to make an informed decision. Review Remote Agent Practices
When instituted effectively, telecommuting agents can boost contact center efficiency, as well as staff retention and staff motivation. But it takes time and effort to bring about these positive results. Review your planning, execution and communication as it relates to home-working agents. Make sure you are getting them what they need to do their jobs, and that they are providing the same level of service you require from agents at your contact center.
Dig Deeper than KPIs
Average handle time is down? Great! But how did it get that way? Sometimes key performance metrics do not tell the whole story. Use this data as a launching point for an outcome-based strategy that places more emphasis on customer loyalty, customer satisfaction and new business sales.
“It’s the way we’ve always done it.”
That is the explanation managers to use for why certain contact center business practices have not changed for years, if not decades. But while some contact centers stick with traditional solutions, others have been more cognizant of how technology offers better ways to achieve customer satisfaction goals – and how this functionality is now available to contact centers of all sizes regardless of budget, thanks to the cloud. If it’s time to consider an upgrade, here are some questions that you might wish to ask of your next technology provider. Can I get important information on customers to agents in real time? You may already be collecting data on customers, but is there a way to make that available to agents so they can customize their handing of a specific call – or route it to the agent best suited to handle it? Real time information is no longer a luxury – it is a necessity if agents are going to effectively meet a customer’s needs. Can we provide 24/7 access? Your team should be able to stay connected to the contact center wherever they are. Find a browser-based software solution that makes working from home as easy as working in the office. Will this be easy to adopt? A more sophisticated product won’t pay dividends if your agents can’t figure out how to make use of its capabilities. Choose a solution that will allow for a shorter acclimation period, and that will facilitate collaboration among your team members both on and off-site. Will this help our agents be more autonomous? Customers prefer only talking to one person at your contact center, rather than being put on hold or transferred to a supervisor and explaining their issue a second time. More and more, managers are trusting agents to make decisions that might otherwise have required executive approval. However, agents need access to the right data at the service level to make an informed decision.
“A goal without a plan is just a wish” – Larry Elder It’s February – are all your New Year’s Resolutions broken by now? Hopefully not, but if the ones pertaining to your contact center didn’t materialize as you hoped, it’s never too early or too late to start again. This time, you’ll have a better chance of success if each goal is accompanied by specific ideas on how to make it happen. Here are five common contact center goals, and some suggestions of ways you can put them in motion. 1. Reduce Agent Attrition
There are several options available here, starting with sprucing up the office – new chairs, clean restrooms, fresh snack food items in the break room. Agents are more likely to stay when they can work in a clean and welcoming environment. Also, try to inject a little fun into the daily routine, either by launching customer service contests with small prizes for the best-handled calls, birthday celebrations, or more creative spins on casual Fridays – “Fancy Dress Fridays” or “Monday Night Football” days where agents can wear the jersey of their favorite team or player.
While these steps can make the work day more pleasant, some agents – and likely your best ones – will also want to know if their hard work is going to be rewarded with raises or internal promotion for those who have earned it.
Another reason agents leave is when they can’t reconcile the demands of their job with their home life, going to school or working a second job. You won’t be able to solve all these problems, but you can build more flexibility into your schedules to better accommodate agent preferences. For example, consider introducing a shift that finishes at 2pm to help those who need to pick up their children from school.
2. Improve Customer Service
That’s the main goal, isn’t it? And yes, there are countless ways to make it happen. But too often contact center teams will gather at the start of a new year and hear a rah-rah “This year we need to be committed to providing the best service we can” speech, and then it’s back to business as usual.
That’s not enough. If you want better service, you have to first define what that entails. A good place to start is by asking your customers. Have you surveyed them lately? Create a survey that asks questions about your contact center’s performance, its agents and processes, targeting the areas where you believe there is the most need for improvement. Also pay attention to what those customers are saying on social media if you communicate that way. When you have their responses, act on them.
What sort of complaints do contact center customers usually lodge? Too much time on the phone? Too much time on hold? Agents waiting for approvals to provide the caller with what he or she needs? Then perhaps another way to boost customer service is to empower your agents.
You’ll know best where implementing this policy would be most effective – perhaps provide agents with additional training so they can talk down angry callers without transferring them to a supervisor, or giving them the authority to approve returns or restoring funds to a customer’s credit card. Not only will this make your customers happier, it will also free up your managers and supervisors to focus on other matters, which should further boost contact center efficiency.
Here’s another thought – how are you assessing metrics? Is it all about hitting predetermined numbers, or is it about making sure callers are getting the assistance they need? Make sure your focus is more on effectiveness. It’s worth putting up with calls that stray outside your Average Handle Time target if they result in a satisfied customer.
3. Improve Your IVR
Having IVR can boost call center efficiency in several ways: calls are routed faster, questions can be answered without agent involvement, hold times are reduced, and for contact centers that are not open 24/7, IVR offers a means for customers to still obtain information.
However, for some customers IVR is not only inefficient, it’s downright annoying. Customers over 40 in particular may not be as willing to “talk to a machine,” and if they have to repeatedly “press 1” or tell that overly-friendly recorded voice what type of service they need, they are more likely to just hang up.
How can you tell if your IVR is helping business – or hurting it?
Analyzing calls and listening in to IVR interactions will provide the insight you need to make this determination. So it’s important to start your
call recording and quality monitoring at the IVR, not when the agent takes the call.
If you are losing too many calls during the IVR process, it’s time to make changes. Is there a way to explain the caller’s options more clearly? Is there a means for the caller to bypass the system quickly if they insist on speaking to an agent? In addition to reviewing call recording data, a caller survey that requests feedback on the IVR stage of the call can also yield insight into what customers like, and what they do not.
4. Better Communication
In this case, the challenge is not communication between agent and customer, but between agent and manager, and within the other employee tiers at your contact center. Internal communication is just as important as external communication, and should be encouraged. One way to make it happen is to have agents serve as managers or coaches for a shift. Or make sure that managers spend at least some time on the contact center floor every day.
5. Upgrade Your Technology
A 2015 survey found that 67% of industry professionals specified budget as the biggest barrier to improving their contact center. But with the evolution of
cloud workforce management tools, a business can upgrade to state-of-the-art technology without the large upfront costs of hardware and software investment. Depending on the system, an on-premise solution could run $100,000 or more.
Better still, once the
cloud solution is implemented it will always be upgraded regularly to new software versions as they are released, at no additional cost to the business. When a manual software upgrade is necessary, the cost can be prohibitive enough to be put off, which reduces a call center’s ability to operate at maximum efficiency. Conclusion
Motivated agents, upgraded technology, better communication and a renewed focus on customer service – now you’re ready to tackle those resolutions.
If there were a way to buy stock in
cloud computing, this would be a good time to do it. A 2015 Research and Markets report states that the cloud telecom industry, which includes cloud contact center ecosystems, is expanding at an annual growth rate of more than 25 percent. Perhaps you can’t invest in an entire industry, but you can certainly invest in a cloud-based solution for workforce optimization, which will also pay significant dividends in benefits to your contact center budget, day-to-day efficiency, and customer service levels. Hosting contact centers in the cloud has also been known to significantly reduce aspirin and other pain relief usage among managers, as it eliminates many of the headache causes that used to be unavoidable in this business, from hardware failures and networking issues to the budget-bursting costs of maintaining an IT department and keeping up with new software versions. Consider the change in just one everyday contact center capability – call recording. In the pre-cloud era, adding call recording required the installation of an onsite PBX system with a VoIP packet that recorded calls onto a separate onsite platform. With the cloud? Installation for agents can be achieved with the click of a button. Cloud computing will continue to gain a larger percentage of the contact center industry because it offers benefits for businesses of every size and type. Large call centers enjoy a tremendous cost savings and a lower upfront equipment investment. Smaller contact centers can achieve the same technological sophistication of bigger companies on a smaller budget. And call centers with agents working from home or in multiple centers can tie everyone in to the same workforce management system regardless of location.
For these reasons and more, it seems likely that the popularity of cloud-based systems will continue to grow. Is it time you considered making the switch? Learn More
In looking back over a number of stories covering the contact center industry in 2015, certain themes quickly emerge. Putting aside those not relevant to this blog, such as the opening of new facilities and the trend toward insourcing, we selected two that merit renewed attention, as they will certainly be influential on the industry in this coming year as well.
Let’s start with the prediction that contact centers will be primarily digital within the next two years.
It’s not exactly a surprising trend, but one that emerged out of the gradual adoption and acceptance of other communication channels in response to customer preference.
Many stories on this topic came with dire forecasts about the demise of the traditional call center, as more people turn to email, Web chat, social media and mobile app interactions to get their questions answered. Instead, such capabilities have been folded into the contact center environment, where agents trained in these disciplines offer the same service they did on the telephone. And while these channels continue to gain in popularity, there are also strong indications that telephone agents will still be necessary for many years to come.
The other theme found throughout 2015 coverage is that of optimizing the customer experience, and indeed there is some crossover here with the multichannel approach. But another aspect of this is shortening the customer’s progression from point A to point B by finding out more quickly what that customer needs, and finding more efficient ways to provide it.
That responsibility falls primarily on the insight and experience of the agent, but can be aided immeasurably by analytics solutions that make it easier to determine the best course of action.
Typically deployed as part of a
workforce optimization (WFO) solution, analytics has become a primary driver of performance and quality monitoring improvements.
Such capabilities have long been limited to only the largest contact centers with the largest operations budgets. But the advent of
cloud-based WFO software has brought these sophisticated solutions within the reach of small and midsized facilities.
The Monet version of speech analytics and desktop analytics is part of our award-winning WFO Live product. Both new platforms deliver detailed, data-driven insight into daily call center operations and customer behavior, but without the significant investment that such benefits used to require. Learn More
Letters to Santa and holiday wish lists are a part of Christmas celebrations around the world. But if you could create a wish list for your contact center, what would you ask for?
This is not just a fanciful exercise. Writing down your goals for 2016 can be the first step toward achieving them. What is most important to the future success of your business right now – more accurate forecasts? A better way to create schedules? Call recording software? Finding improved ways to automate tasks? Different call centers will have different lists, but a Workforce Management (WFM) solution in the cloud may figure prominently in the answers to many of them. Santa can’t bring it, but Monet Software can. Here are a few more items that may be on your wish list. Screen Recording
Listening to recorded calls can boost the efficiency of your contact center. Listening to these calls while watching how agents relate to customers offers even more insight into employee performance, customer service and how technology is being leveraged for maximum benefit. With Monet Screen Capture, it is possible to review synchronized voice and video of your agents’ interactions. We’ve created a video demo that takes you through the process, from capturing customer interactions to the platform’s archiving and reporting capabilities.
Since 2/3 of customer interactions still take place over the telephone, speech analytics has become a more prominent source for customer insight. With Monet WFO Live’s speech analytics capabilities, contact centers gain even more insight from their call recording solution. With automated alerts triggered by voice data, managers have access to critical business intelligence that boosts both agent performance and the customer experience.
If you want even 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. 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.
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Technology plays a vital role in the contact center. Managers face a difficult choice when it comes to selecting a technology provider, as they must take into account not only the vendor but also the delivery method through which crucial contact center software will be accessed.
There are three options: an on-premise solution, where hardware and software must be installed, deployed and maintained at the contact center; a hosted system, where software is purchased but is installed at an outside service provider, and a cloud system, which converts such physical resources as processors and storage into Internet resources.
How should a manager decide which is best for his company? Our new whitepaper was created to answer the most common questions about the three systems, and to compare them based on several important factors, including:
Of course, for many businesses the most significant determining factor will be cost. That’s why the whitepaper analyzes the many different budget considerations associated with each delivery method.
Don’t invest in your next
workforce management or workforce optimization solution without downloading our new whitepaper: Cost and Benefit Comparison: Cloud vs. Premise vs. Hosted. It’s free!
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Think Halloween is scary, with all those horror movies and little ghosts and monsters ringing your doorbell?
That’s nothing compared to the frightening service problems that can result from adherence issues at your contact center. You’ll hear a lot of screaming this month, but you certainly don’t want to hear it from your customers. Thankfully, Monet has a free webinar for that. And you are invited. It’s called “Fighting the Adherence Monster,” and it is scheduled for October 28 2015 at 11 am PDT. If you have ever encountered the Adherence Monster, you know how it can seriously increase labor costs. Bullets won’t kill this beast – instead, you need a technology solution that has the capability to streamline schedule adherence goals and practices. How can you know that agent availability, holidays and breaks have all been accounted for? Can you make adjustments in real time? How do you know which agents are doing their part for schedule adherence and which may require additional guidance or training? Fortunately, the Adherence Monster is no match for Monet solutions with real-time adherence. Don’t miss this informative webinar featuring tips and tricks to help you keep adherence issues away from your business. Spend 45 minutes with us, and you’ll save hours and hours of time lost to lapses in adherence. Register here, it's free!
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.
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.
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.
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.
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.
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?
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.
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.
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.
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.
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.
The annual Call Center Week Conference and Expo is one of the largest industry events of the year. Monet Software is proud to take part in the 2015 conference, which will be held at The Mirage in Las Vegas, Nevada on June 15-19. Please visit our booth (#609), where we look forward to meeting with customers and contact centers managers, and to exploring new trends in the industry. This year, the focus is on customer-centric service. Sessions and topics on the agenda include: “Value in the Voice of the Customer,” “Why the Customer Experience Matters and What you Can Do About It,” and “Customer Experience Journey Mapping in a Digital World.” But as always, there will be speeches from industry experts on a multitude of other subjects, from how to ignite employee engagement to advanced strategies in chat support and call center cloud strategies. If you have not registered yet, or would like more information about the 16 th annual Call Center Week Conference and Expo, visit their website at http://www.callcenterweek.com/.
Sometimes the best descriptions fall short. That is frequently the case with a contact center solution that offers as many features as Monet WFO Live. We could talk about all of the ways that this workforce optimization solution can make the management and operation of any contact center easier, and how these benefits are multiplied when they are offered via cloud, and how many problems and challenges can be eliminated when WFO replaces spreadsheets, but there’s really no substitute for taking a few moments to watch the system in action. This was the inspiration for our webinar, “Monet WFO Live in Action.” Monet Account Manager Nate Welsh and WFO Application Consultant Rich O’Farrell provide a guided tour of the product’s many features and benefits – ACD, WFM, forecasting, scheduling, call recording, quality, performance management and analytics, as well as how all these functions work in sync with each other. You’ll also find out how easy the system is to implement and use, which not only shortens ROI time but will make your agents happier as well. If you missed this webinar the first time around, it is now available for viewing free on the Monet website. Just click the link below, and get ready to discover what 21 st century contact center efficiency looks like. Sometimes, seeing is believing. Access the Webinar here