Quality Monitoring | Workforce Optimization 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.

Workforce Optimization in the Cloud

Follow the latest trends on cloud-based contact center software and workforce optimization

Quality Monitoring Hints, Tips & Best Practices

Call Center Don'ts: Live Agent Coaching

Posted: by:

For contact centers that have yet to install the type of advanced software that provides real-time insight into agent activity, the only viable option for coaching is to do so during live customer calls.

However, this method presents a number of challenges for both the agent and the coach. The most obvious is the necessity to communicate information to the agent while the agent is speaking with a customer. This is achieved through "call whispering," which is exactly what it sounds like.

Call whispering puts the agent in the unfortunate position of listening to a customer and his supervisor at the same time. Even experienced agents may find this difficult. For new agents, it is next to impossible, and often leads to distracted agents and frustrated customers. 

Call whispering also makes it impossible for agents to communicate with a supervisor during a coaching session. During these one-sided conversations, an agent may wish to ask a question or seek clarification on a point raised by the supervisor, but there is no way to do so without putting the customer on hold. Such feedback must be saved until after the call - and by then it might be too late to deliver the type of service that customer deserved.

Another limitation of live coaching is the inadequate sample sizes it generates to accurately assess how an agent is performing. The supervisor is present for a few calls but has no way of knowing how that agent is performing during the rest of his or her shift. Many critical coaching opportunities are missed as a result.

Fortunately, there is a better way. An advanced workforce optimization solution provides greater visibility and insight into agent performance, and records calls that can be reviewed later during more substantive coaching sessions. It can also provide a means for two-way communication between agent and supervisor in a way that is not as distracting, so the agent can stay focused on the customer.

Find out more about the benefits of workforce optimization


Learn More

The Benefits of Workforce Optimization

Posted: by:

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. 


Read Whitepaper

Setting up a New Contact Center: the Basics

Posted: by:

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

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. 

Staffing

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. 

Technology

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

What is Workforce Optimization?

Posted: by:

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.



Learn More

Five Contact Center Goals – and How to Achieve Them

Posted: by:

“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. 


Learn More

The Pitfalls of Scheduling – And How to Avoid Them

Posted: by:

Scheduling mistakes are frustrating for managers and agents, and ultimately for your customers. You review your forecasts and you do your best, but if the numbers on paper are not matching up with what happens during a shift, here are some possible reasons why, and what you can do to achieve better results. 

Insufficient Data

Historical data reveals patterns that should make scheduling easier and more accurate. But don’t just stay in the shallow end of the data pool and factor in the obvious peak calling times and slower portions of a day or a week. Account for holidays and seasonal shifts, new product introductions and weather impact. And make sure your schedule includes lunch breaks, training sessions and other times when agents will not be available to take calls. An automated workforce management solution is the easiest way to collect and analyze this data, and then schedule accordingly. 

Shrinkage

The further out you create a schedule, the more you’ll have to account for shrinkage. You can foresee sick days and vacations for the week ahead – but two months from now? It’s impossible – so consider shrinkage so the circumstances you can’t anticipate now will not result in an under-staffed contact center. 

Schedule Breaks as Well as Work Time

It’s one thing to account for breaks within a schedule – it’s another to actually affix them to a specific time, and expect your agents to adhere to it. Otherwise you may have too many agents taking breaks or heading out to lunch together at the same time, which will derail any schedule. WFM software can automatically assign breaks at the optimum time, so that impact on coverage and service level is minimized.

Work With Your Agents’ Needs When Possible

Agents are more likely to adhere to a schedule when the contact center is open to their work preferences. At a typical business there may be full time and part time agents, some working for home and some for whom this is a second job. Taking these factors into consideration will require more flexibility in schedule creation, but there are definite benefits to having a range of shift solutions available. 

Full-Time vs. Part-Time

There is a stability to a full-time agent team that many contact centers find more desirable. But call patterns may result in too many agents collecting salary for doing nothing. That’s why some contact centers hire enough full-time employees to cover anticipated demand, and use part-timers to handle peak hours. The right mix will vary depending upon the business, but many find a 75% to 25% ratio of full-time to part-time agents will suffice.

User-Friendly Technology

When it is easier for agents to manage their preferences, it is easier for managers to create schedules that take into account their future availability. This should be a consideration when choosing a WFM solution

Don’t Make Assumptions on Agent Preferences

“No one is going to want to work Saturday night.” Really? What about the agent who would rather attend his daughter’s soccer game on Saturday afternoon? Chances are you won’t need as many agents for the types of shifts generally viewed as undesirable, but you may be surprised at how many part-time or work from home agents will gladly take them. Don’t look for scheduling problems where they may not exist. 

Regular Shift Reviews

Most veteran agents do not embrace shift reviews willingly. But contact centers should go through this process at least once or twice each year to confirm whether shift schedules are meeting customer service goals, and to determine if personnel changes might further optimize the agent skill sets available at any given time. 

Equal Access to Preferred Shifts

One aspect of maintaining agent morale is making sure your team members believe they are being treated fairly, especially when it comes to the hours and shifts they are assigned. Scheduling that allocates more desirable shifts to the same agents week in and week out will alienate some employees, and that could impact their job performance and productivity. By distributing shifts equitably during the scheduling process, you can avoid such resentments before they are passed on to your customers. 

Fill Vacant Positions as Quickly as Possible

This may be obvious but it still needs to be said. Few contact centers are immune to the challenges of agent attrition. The recruitment, hiring and training process to fill open positions is one that nobody enjoys, as well as one that places additional cost burdens on the contact center. However, the alternative is moving forward short-staffed, which inhibits scheduling flexibility and puts more stress on the agents you still have. It also limits your capacity to dismiss under-performing agents, as someone taking calls is better than no one at all. Resist the temptation to wait for peak season to begin your next recruitment campaign. 

The Right Tool for the Job

Part of optimum scheduling is making sure the right agents are handling the right calls. With a tool like Monet Record you’ll have insightful data on how different agents handle different calls. That gives managers a way to determine which team members are best suited for different customer engagements. Monet Quality makes it easier to retrieve calls by specific type, and provides additional reporting and analytics to further assess each agent’s skills. 

Unfortunately, the status quo rarely remains the same in any call center, so all these calculations must be regularly updated and re-examined. Monet Metrics delivers agent analytics, real-time alerts, scorecards and customizable reports, as well as data on key performance indicators such as agent adherence and service levels. This information can then be used in conjunction with workforce management to further refine the art and science of scheduling. 


Watch Demo

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

Monet WFO Live is Honored by TMC Customer Magazine – Again

Posted: by:

Did you ever have that feeling of déjà vu? Sometimes, it’s a good thing. 


Last month, Monet’s WFO Live – Workforce Optimization in the Cloud was selected as a TMC CUSTOMER magazine 2015 Product of the Year Award winner. As delighted as we were, we couldn’t help but think back to December of last year, when WFO Live was also selected by TMC as a recipient of its Customer Experience Innovation Award. 


Such acknowledgment is always welcome, but it is especially appreciated when it comes from TMC, the world's leading business-to-business and integrated marketing media company, and a valued news resource to more than 3.5 million industry professionals. This is a company that knows contact center technology, and their recognition of Monet tells us that our products are meeting the needs of this industry as it continues to grow and evolve. 


And while awards are great, it’s always the feedback from our customers that means the most. 


Monet WFO Live – Workforce Optimization in the Cloud is a complete suite for contact centers to automate workforce management, call recording, quality assurance and agent analytics. The system creates efficient schedules for incoming call volumes, tracks key metrics in accordance with a company’s business goals, and monitors calls for quality, training and compliance purposes. 


We know the difference that WFO Live is making in contact center efficiency because you have told us with your calls and emails. At Monet we’re already at work on new solutions and capabilities that will be announced later in 2015. Whether more awards are forthcoming or not, as long as we continue to receive positive feedback from you, we know we’re on the right track. 

Find out more and read the official press release.


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