Call Center Scheduling Featured Article
Quality Management Should Be Key in 2016
Contact center managers are not unlike the average human when it comes to greeting the New Year Resolutions. Many are ringing in 2016 by taking stock of their priorities, and refocusing their businesses to meet emerging trends and changing customer needs. Increasingly, this means adding quality monitoring to the mix.
“We are in the midst of a major transition in how customers interact with companies,” said Chuck Ciarlo at Monet Software (News - Alert), in a blog. “Mobile devices have changed the game, and businesses need to be aware of this and prepared to engage with customers however they choose to reach out.”
That means having appropriate call center scheduling, to help meet the responsibility of the contact center to provide excellent omnichannel service with appropriate resources. Part of that includes making sure that customers are being properly served with high standards of excellence, backed up by quality monitoring.
“Monitoring is the best way to spot problems,” Ciarlo said. “Sure, you’ll also find out what you’re doing well, but the sooner issues can be identified the sooner they can be solved.”
In other words, quality management makes it easier to evaluate agent performance and skills, achieve higher customer satisfaction through improved customer service, and increase staff productivity through improved call handling and call center management.
It’s also useful to make sure that even the small things are being done correctly; it’s important to make sure that best practices are being maintained in every aspect of the call, from the greeting to the final ‘click.’
“[Quality management] is easy to set up, affordable to implement and delivers proven results,” Ciarlo said. “If you add it to your New Year’s resolution list, the rest of your quality monitoring challenges will be much easier to achieve.”
Edited by Stefania Viscusi