When asked how satisfied recent customers were when looking at a retail website, 87 percent of customers responded that they were satisfied. When compared to how satisfied they were when calling the retailer’s call center, only 73 percent were satisfied, according to a recent report by Forrester Research (News - Alert). However, with the right amount of performance management and coaching this rate of satisfaction can be drastically improved.

To improve consumer’s satisfaction, retailers must focus on the agent who is speaking to the customer, said Kerry Bodine, vice president and principal analyst at Forrester.

Not every change needs to cost a lot of money. Envision, a provider of the coaching program Click2Coach offers call centers around the nation a chance to provide their agents with the training, quality monitoring and evaluation tools that are crucial to ensuring agents have the skills and knowledge to provide a high level of customer service.

According to the company’s website, Click2Coach call center software transforms the way traditional training solutions have been delivered in the past by helping call center supervisors deliver targeted, personalized instruction on an individual basis exactly when and where it is needed.

The software allows managers to easily analyze customer interactions, look at agent skills in depth and then modify training content according to what an agent’s evaluation revealed.

Making sure that a customer is always satisfied is a crucial task that call centers must complete to be successful. The correct performance management and coaching techniques can help to quickly improve contact center performance and efficiency, as well as reduce ramp-up times and decrease handle times.

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