It’s not uncommon to find efficiency improvements at the top of the priority list for any company manager. The growing organization especially may be focused on optimizing its processes so as to gain better productivity and reduce waste. In the customer service area, accomplishing such goals may require the implementation of the hosted contact center.

A recent Five9 (News - Alert) blog took a deeper look at how this deployment strategy can work to your advantage. For instance, recording interactions is a great way to help agents become more efficiency and deliver interactions at a higher level of quality. To do so, the recordings need to be used for training and coaching sessions or to transition an agent into a new role. It’s a great basis for learning and easily applied when the contact center is hosted in the cloud.

To get the most out the recording for optimal monitoring, the hosted contact center should provide the capability to capture screen information used or generated during the interaction. This helps to better evaluate and enhance the experience for the customer, identify training or coaching opportunities and track the quality and efficiency of the interaction overall. You may just find that agents have to click through too many screens to answer simple questions, providing you the opportunity to make improvements in your processes.

Once the interaction has been recorded, there are certain things you can look for to make the most of the information. For instance, did the agent comply with legal and regulatory requirements? Did he follow company policies and guidelines? Were all steps of the sales transaction completed securely and properly? And, did the customer understand the process or have his or her problem resolved?

As tracking performance is one of the most important activities for hosted contact center management, the recorded call can be used to identify Key Performance Indicators (KPIs) that allow you to set benchmarks for the team and for agents as individuals. These benchmarks can reflect your business goals and interactions are then monitored according to those goals. If an agent performs outside of expected KPI levels, you can take the necessary corrective action. If agents fail too often, it’s then a sign to look deeper into your processes to determine if you’ve provided them with the necessary tools to succeed.

The key to effective monitoring in any contact center environment is to analyze the information, make adjustments, focus on optimization and then repeat the process. Essentially, you should never stop these steps as perfection isn’t possible and there’s always room for improvement. Fortunately, the hosted contact center makes these adjustments easy so you can stay focused on the end goal – customer satisfaction.