Workforce Management Featured Article
4 Ways to Improve Workforce Management Outcomes
There are a number of challenges that can exist within the contact center space. It’s not uncommon for turnover to be high, the pressure to cater to customer demands to be intense and the variables involved to properly staff the center extensive. From a workforce management standpoint, it’s all about finding the right solution to support the proven processes you already have in place
Monet Software, a workforce management solutions provider, recently posted a blog exploring the challenges today’s call center managers are facing. For many, the challenges tend to center on quality monitoring and quality assurance. While the company offers a number of resources on how to optimize both areas, what the market really wants to know is if there is something new in this space that can really deliver value.
The latest developments can certainly lend value in these environments, but they are not to replace proven tools and techniques that drive real results in the contact center. Instead, these methods can be incorporated into your strategy overall as an enhancement to the solid ideas and principles that are already helping you to drive the desired results. Let’s take a look at Monet Software’s list and how it lends value to your workforce management efforts for quality assurance.
Break Down the Call
It’s common to record a call and score it for feedback, based on the entire interaction. Why not break it down into specific parts and grade each of these separately? It’s not uncommon for an agent to get part of the call exactly right and falter in another area. This process allows you to get a little more granular in the process and shore up areas of weakness.
Bring in the Kaizen Mindset
The Kaizen Group has built a reputation for its holistic approach to driving quality and organization. The Kaizen Mindset can easily be adopted without being a client as it simply implies that you make quality a part of every process and activity. It also encourages little changes over time that will eventually lead to significant improvement.
The Voice of the Customer
It’s great that you’re making quality monitoring a priority and giving your agents feedback on performance is critical for hitting your targets. What you cannot overlook, however, is the voice of the customer. We too often forget that we need to capture customer feedback, giving them a voice and taking that information as something of value that can help us improve.
Speech Analytics as a Standard
While many a workforce management platform is now incorporating speech analytics, not everyone is using it. This is a prime opportunity to review calls based on specific information. The amount of value-added data you can generate by searching for key terms throughout your recorded calls is staggering and can often lead to improved processes outside of the customer service division that improves the customer experience overall.
While things don’t often change in the workforce management environment, there do tend to be constant advancements that can improve outcomes. If you blend in even one of the four mentioned above, you’re making an investment in improvement.