I come across people in my training classes all of the time who are not doing any sort of quality monitoring of their contact center agents and it completely baffles me. Now, when I say “quality monitoring”, I mean some sort of recording and scoring of the agents’ interactions with your customers. There are so many justifications for it, such as allowing the agents to actually hear what they sound like when speaking to customers, that it seems monitoring would just be an obvious thing to do and yet so many companies don’t.
Is it a financial thing? Perhaps the [...]
Some customers coming through my training classes struggle with finding the “right” number of workgroups for their organization. With our Customer Interaction Center, workgroups are the primary organizational component. Interactions are typically routed to workgroups. When you are looking for a co-worker’s phone number, you see it sorted by the workgroup they are in.
Is your company going “workgroup crazy” and creating more than needed? Maybe even creating more groups than can be easily maintained?
Here are some questions to ask when determining if a workgroup is really needed or not.
Do you need to route interactions to a specific [...]
In my last post, “The Emotional Response of the Customer Experience”, I shared a rather negative interaction with the customer service team at my bank. As promised, here’s the follow-up detailing what happened next and how the customer service team redeemed itself and pulled me out of the “detractor” category, at least for now.
The final emotional response (relief) occurred shortly after 7:00am when I called in to the customer service center – again. This time, I decided to attack it from a different angle, and selected the option for checking account support. After only five minutes in queue, I [...]
Recently, I was asked by an executive at Interactive Intelligence about how excited contact center leaders get over cool new technology. “How jacked up would they get over smart watches or voice biometrics? If we could give them what they wanted in future technology, what would be on the list of cool things they would salivate to get?”
Uncharacteristically, I was at a loss for words on how to respond. I came to the realization that it was because contact center people are mainly doers, executors, tactically-driven people that get things done. We’re not dreamers. We take action. Successfully managing [...]
There continues to be challenges with budget constraints and legacy systems in all levels of government. Consolidation efforts are increasing, as are the requests to share services with other agencies to increase efficiency. The rising demand from citizens for enhancements like self-service continues to be a driving force for change as well. These requests may be familiar to you as you look to the cloud to create a more citizen-centric communication environment. What criteria should you look for in a new communication solution?
Moving to the cloud for call center communications gives increased flexibility and faster deployment time making [...]
Patient engagement solutions and population management strategies have been at the top of the list for many healthcare providers. All of this is driven by recent regulations and changes enforced by the Affordable Care Act. At the end of the day, providers are looking to cut costs, reduce readmission, and avoid penalties. What many are missing is the power of the patient service centers (or contact centers) in assisting with these initiatives.
In a recent article I authored on the Advance Healthcare Network web site, entitled, “Improving Patient Engagement: Top five contact center initiatives for providers”, I outlined 5 areas [...]
I’m as big of an advocate for improving the customer experience as you will find. That said, one thing that bothers me is that too often companies don’t know the value of a customer to their business. When I ask, “What is the value of a customer to you?” Often the answer is, “A lot!” That’s akin to an exchange of, “How does this rocket engine work?” And the response comes back, “It works really well.”
Sure, that customer is valuable to you, but what specifically is the value of that customer? It’s pretty easy to calculate. Essentially, you need to [...]
Makeovers come in all shapes and sizes. New hair and makeup, new body curves, even a house transformation that makes those tired three bedrooms and 1800 square feet look shiny and new.
What if you took that same concept – out with the old and in with the new – and applied it to the experience you deliver your customers? And how about if that makeover goes right to the core of the customer experience — the contact center? Together with our friends from TMC we hatched the idea. Our plan is to do a complete, no-charge, makeover of the [...]
It’s not just about catching people being naughty. It’s also not only about having proof that can be used in a legal capacity. It doesn’t have to be all about punishment. It may take a little more effort but quality monitoring can also be used for positive reinforcement.
For years, and I mean years, I have heard speakers at conferences and read books talking about shifting to a rewarding mentality in contact centers. Despite the prevalence of these resources, I still hear stories about punishing agents, training problems, and all of the negatives that are often involved in running a contact center. It [...]