Contact center monitoring is bigger than it has ever been, and we’re not using hyperbole on this one. The question is “Do you have it?” Or perhaps more importantly, “How soon can you get it?” Implementing a contact center monitoring solution is a surefire way to significantly improve the customer experience and optimize your contact center’s performance.
Once you’ve researched and activated a contact center call recording and speech analytics solution to monitor calls, following key implementation measures, as well as agent training, is critical to ensuring success.
Here are several guidelines to follow when implementing your contact center’s monitoring system:
- Agents should hear playback recorded conversations – many agents don’t realize they are making mistakes and that there is always room for improvement. By hearing themselves through a recording they will most likely try to improve.
- Observe CRM usage – through screen capture technology, this helps contact center managers watch agents as they navigate through a CRM system while helping a customer over the phone. Is the process efficient? Your monitoring system can help decipher that.
- Easy reporting of global strengths and weaknesses – it is important to harness key reporting capabilities that flag where agents might be strong and where they need assistance or improvement. This helps managers develop appropriate training methods.
- Develop common goals and expectations – it is critical to have both management and employees (i.e. agents) on the same page. This means that general expectations around goals, metrics need to be mutually agreeable. This team-based cooperative approach will likely lead to better and more realistic results.
For your contact center monitoring to be the most effective, the statistics, and reporting needs to be relevant to every agent’s daily workflow. In doing so, the system must perform three things well: measurement, analysis, and feedback. Then the system allows for continuous assessment and adjustments from call recordings, and real-time analytics.
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