Enhancing the Contact Center One Step at a Time

In a world that is consistently evolving, management is always looking for tools to enhance business and employee productivity. Customer service is key, and the contact center is an arena for improvement so here are some tips, old and new, for better performance.

It goes without saying that workforce management (WFM) tools are extremely beneficial for a bevy of reasons. First off, it helps to better forecast how many agents need to be scheduled even during times of peak call volumes, without overstaffing. This eliminates wasted resources and keeps the money going where it should: into training and incentives.

Additionally, a WFM system delivers performance analytics to ensure all agents are living up to their responsibilities. It accurately tracks performance and if they are adhering to schedules set forth for them. If you do not have this software in your contact center, there is no time like the present.

Speech analytics further boosts contact center performance by sharing real-time, automated alerts through voice data. In a blink of an eye, analytics can detect satisfaction/dissatisfaction within a conversation, identifying how well customers react to offers, promos and special services. This knowledge can lead to alterations and more informed practices.

Training, training, training. This cannot be reinforced more as it is vital in keeping the team engaged and up to date on new products and practices. WFM shares performance analytics so it is clear to see where improvements are necessary.

Know what the potential employees are looking for. In a position with a high attrition rate, hiring the proper agents can begin with behavioral testing and skill assessments. These exams help supervisors distinguish between workers who are stable and dedicated versus those simply wanting to get paid.   

What tactics should your contact center implement?

Edited by Maurice Nagle