Workforce Management Featured Article
Outdated Quality Management Systems Have No Use
Businesses today are so focused on getting customers to become loyal, repeat customers that they sometimes forget to look back at the systems and solutions in place working to meet that goal. While putting a quality management system in place is a step in the right direction for contact centers, there is also a need to keep those systems current and working properly if call center management wants to succeed.
A recent blog post from Monet Software’s (News - Alert) Chuck Ciarlo looks at the topic of keeping quality management systems up-to-date and reliable.
Not just on going attention, Ciarlo notes, but things like gap assessments can be used to help identify where changes in quality processes can be made so problems are fixed once and for all. Once problems are identified and changes are made though, he also advises, take time to let those changes take effect before looking at what is working and what is not and making any further changes.
One way to make the entire process easier is to use an automated WFO solution. Automated workforce optimization solution that operates in the cloud will make it easy to, “quickly and accurately measure the metrics that are most critical to your quality system, analyze real-time data across different departments, and generate reports that help to share the knowledge faster,” Ciarlo wrote.
Automated delivery of important insights and metrics makes it possible to stay abreast of all the happenings in the call center and to react quickly as changes are needed. This consistency can help transform a call center from an outdated operation to one that is constantly meeting customer satisfaction goals and creating that loyalty companies long for from customers.
Edited by Maurice Nagle