Call Recording Featured Article

Was one of your 2012 new year’s resolutions to improve your contact center’s agent productivity? Yes? Awesome, because we’ve got some experts on the line ready and waiting to tell you exactly how to make that happen.

Boosting contact center performance starts with a few points, but one of them is utilizing your call recording software to its full capacity. In a white paper from CSI, the thought leaders from the company suggest using recorded calls to allow agents to hear themselves speak.

Much as how theater directors urge actors to perform in front of mirrors, such a tactic will have the effect of forcing the agent to self-criticize. And there is no worse critic than one’s own self, is there?

The white paper also discusses using the “Agent Portal” system in your contact center software. Using real-time dashboard analytics helps give agents a glimpse at their performances versus those of their colleagues.

CSI’s (News - Alert) Virtual Observer Agent Portal enables agents to view standard performance and trending reports with the proper permissions. Additionally, supervisors can view the progress of their agents’ E-learning efforts and correlate to actual performance metrics, according to the white paper.

E-learning is an effective way of bolstering agent productivity, and fully automated systems enable agents to log in and access a queue of learning tasks directly from the portal. Make sure your quality monitoring software is up-to-date with these features!

One of the important points the white paper makes is how necessary it is to provide management with real-time dashboard analytics. There is no better way to keep contact center supervisors in the loop on agent development than with real-time monitoring. Ideally, the solution is Web-based so non-IT-savvy folks in the upper eschelons of the business can engage with the data and agent performance metrics.

Read more about how to improve your contact center with CSI’s full white paper titled “Top 10 Ways to Boost Contact Center Agent Performance.”