It is easier to install the latest automation software than focus on improving the employee, but that’s what businesses must do.
Automation surely can help a business with its customer service offerings, but at the same time, automation is no substitute for interaction with a live person.
“Organizations have made extensive investments in technology to automate the handling of many types of interaction,” noted a recent Ventana Research blog post. “However, our research shows that despite these investments, customers still prefer to interact with a person: More than 90 percent of interactions are telephone calls.”
Yet, far too many companies are not mature in optimizing their workforce, the blog also noted.
“Our research on agent performance management shows that many companies are not mature in managing this workforce,” it noted. They use spreadsheets to define agent shift patterns, standard reports from their communications infrastructure to assess how well agents are performing, and manual quality assurance processes that depend on supervisors filling in standard forms. “More mature companies use systems for workforce optimization, which typically include call recording, quality monitoring, workforce management and a reporting and analytics tool.”
The trick is to not just to record interactions, but to use it effectively.
Ventana research showed that while many companies record agent interactions, less than 5 percent assess how well agents handle the calls. The recordings are going unused largely.
That’s why workforce optimization software is so important.
“Quality monitoring systems allow companies to design more sophisticated quality assessment forms, and can provide reports and analysis that help managers and supervisors identify training and coaching needs,” according to Ventana. “Workforce management, the most advanced of these applications, enables companies to use previous patterns of inbound calls to determine requirements for agent scheduling, in both numbers and skills, to report on agents’ adherence to those planned schedules and to provide analysis of actual performance.”
One of the most important differentiators for any business today is quality customer service. With the Internet making the competition just one Google (News - Alert) search away, it is important now more than ever to make sure that agents are up to par and the customer service experience is at its best.
But if employees are not monitored and optimized, this won’t happen. Ventana has found in its research that this focus on monitoring and adjusting employee performance is one of the keys to success.
Performance Management Benchmark Report - See how your program stacks up to your peers' efforts to align around goals and engage employees.
Workforce Management Seven Adherence Sins - Avoid the most common pitfalls and drive impact from adherence goals.
Workforce Management Solution Selection - Identify the critical questions you need to ask to parse the differences between WFM solutions.
Gamification in the Contact Center - Read Bunchball's perspective on how gamification can transform contact center culture.