Contact centers are a bustling environment of sales, customer service and hotlines. They are filled with software, computers, technology, hardware, and phone systems. Each day supervisors manage agents to ensure policy and procedure adherence and maintain service levels. Here are five tools all contact centers should be using:
Co-nexus recently hosted a webinar on quality monitoring best practices. We recorded it to share with you at your own leisure. The webinar covers how to improve quality monitoring within your contact center. It discusses various ways agents are monitored, and their benefits. After a brief overview we also demonstrated using CXM's software how automated workflows enhance the monitoring process.
Co-nexus is hosting an upcoming webinar for June 22nd at 11:00am-12:00pm CST on how to improve quality monitoring within your contact center. We will cover a few best practices, share a live demo and host a Q&A session. Hurry and register today!
Quality monitoring in a contact center requires strategic planning and execution. There are different methods to ensuring your agents are following proper policies and procedures. A contact center that is using full automation for call recording and performance evaluation allows supervisors to be able to coach, grade and provide effective feedback. In turn, employees stick and the business grows due loyal customers. Let's take a look at the different levels of quality monitoring:
Quality Monitoring is key to creating a better customer and agent experience. Once a call has been recorded, what a business does with the call to improve systems and processes within a call center is important for better customer and agent retention. Customers are looking for consistent service and performance when they reach out to an organization. Agents are looking for timely feedback from their supervisors or managers to ensure they are following company guidelines. Simply recording a call isn't enough! Organizations can utilize an evaluation process to drive business goals. Here are five steps for creating a healthy quality monitoring ecosystem.