Call Recording Featured Article

Those who work, and especially manage, in the contact center business are all too familiar with the problems and complaints inherent in that line of work: high stress, long hours and ungrateful callers are just a few of the myriad number of issues.

But it doesn’t have to be that way, as a recent whitepaper points out. The paper, from Coordinated Systems Inc., a leading provider of call recording and workforce optimization solutions, listed a number of steps contact centers can take to improve the situation. Titled “Top 10 Ways to Boost Contact Center Agent Performance,” it lists a number of proven ideas. Among them:

Use Recorded Calls to Allow Agents to Hear Themselves Speak: Sounds simple, but who ever listens to themselves played back? “When an agent first hears themselves going ‘Uhmmmm...’, you can see the funny look on their face as they think, ‘that’s what I sound like?’, the paper notes. “Chances are after they realize that there IS room for improvement, they will embrace the opportunity to do just that.”

Empower Contact Center Supervisors With More Agent Assistance Capabilities: “Call Recording with screen capture functionality allows for greater understanding of how agents use their applications,” the whitepaper says. “Screen capture technology isn’t only for nabbing Solitaire players or Web surfers during business hours – it can also be used to watch an agent navigate through a CRM while helping a customer on the phone.” They can’t know where they’re going if they don’t know where they’ve been.

Include the Agents in Your Quality Monitoring Processes: Everyone wants to be involved in the solution. “CSI’s (News - Alert) new ‘Agent Portal’ feature facilitates agent improvement by closing the loop and including the agent themselves in the process,” the company said. “By including the agent, their involvement alone may make them take ownership of their own training and improvement initiatives.”

The whitepaper has a number of other excellent suggestions as well. To download your free copy, click here today and start improving your contact center tomorrow.