Workforce Management Featured Article
Regular and Easy Quality Management is the Key to Employee Engagement
While many companies pursue the Holy Grail of customer engagement, too many are missing the right foundation on which to build customer engagement. Employee engagement must be the first step in the process, since stellar customer support – a critical component of customer engagement – cannot be achieved with indifferent or disengaged employees.
The driving factor behind employee engagement is performance management. Employees who receive feedback once or twice a year have little incentive, and lack the tools, to improve. Companies that have a high number of engaged employees have one thing in common: they monitor and evaluate agents regularly.
To make quality assurance an ongoing process in the contact center is more than many organizations are equipped to handle. Managers and supervisors are often overworked, engaged in simply keeping the contact center running (regardless of quality) on a day-to-day basis. Quality management often takes a back seat. This is an enormous mistake, even if it’s understandable given the nature of the contact center.
For many companies, quality management is a home-grown process that involves manual work (even paperwork!) using disjointed systems such as call recording, screen capture and evaluation forms. For companies that bring their quality management process together with workforce management and automate the whole process, however, results can be stunning.
Solutions such as those from Monet Software, which offers its Monet Quality product, allow contact centers to work in conjunction with their workforce optimization solution to evaluate the performance of both agents and contact center as a whole. They provide managers and supervisors with more time and resources to strategically focus on improving call quality, customer interaction and productivity.
Monet Quality allows contact center managers and supervisors to score their agent recordings with customized scorecards. Call evaluation scorecards can be customized to focus on key agent behaviors and activities, allowing managers to identify positive agent activities as well as specific areas needing improvement.
In a recent video demonstration of the Monet Quality product, the company outlines how it works:
“To score a call, just click on the quality icon on the recordings screen. If the recorded call has already been scored, it will be indicated by this icon. After selecting the call, the scorecard page is being displayed. On the left, you will see META data about the interaction, such as date, time, direction and more. You can play back the recording by clicking on this icon, so you can listen to the recording as you score the interaction.”
The solution allows users to select interactions from the contact center for later assessment and playback. Managers can review the call together with the agent, highlighting actual examples from the call to illustrate key learning points.
With such an easy way to conduct performance management sessions on a regular basis, contact centers can up their quality game and build more engaged agents. It’s on this foundation of quality that contact centers can begin building their customer engagement infrastructure.
Edited by Stefania Viscusi