How Healthy is Your Quality Monitoring in the Contact Center?

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When was the last time you did an in-depth analysis of technology in your contact center? Software and hardware are constantly being updated by manufacturers and it’s easy to get stagnant in your current solution. With all of the different options available it can be overwhelming to make a move to a new vendor or even to upgrade.

Here are a few questions you should evaluate to see if you might need to change your vendor:

  • Do you utilize cradle to grave recording?
  • Can your current recording capture your companies mini-Miranda with agents call?
  • Are you able to block recording on outbound calls to certain two party states by area code?
  • Are you able to record teleworkers?
  • Can you easily live monitor audio & screen?
  • Do you have the ability for a watch list setup for new agents?
  • Are you able to view agents’ notes entered on recorded call and easily searched?
  • Do you have a need for 2 way radio recording?
  • Can your supervisor take control of a call & agents desktop to provide great customer service?

If you are not currently taking advantage of some of pertinent topics listed above then you may be losing money and efficiency in your contact center. CXM makes it easy to upgrade your contact center technology. We’d love to talk to you more in depth about how to improve productivity in your company. Reach out to us here for more information.

Using Data to Enable Your Employees to Perform Better

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Quality control is key for contact centers to be able to provide a great customer experience. Maintaining quality can be a cumbersome task without the right processes and tools in place. The key is to automate those processes to give agents real-time feedback. Software assists in automation allowing organizations to operate more efficiently.

One of the fundamental ways to develop better agents begins with data. Without data there isn’t a way to measure results for improvement. Performance evaluation is more effective when there is proper scoring in place. Having a software system with flexibility makes this easier. You can watch our webinar on Quality Monitoring here to learn more about how CXM helps companies with agent coaching, training and performance evaluations.

Once you have automation tools in place, then ask yourself:

  • How can we free up quality teams to bring more value for our company?
  • How quickly are we returning feedback to agents?
  • Can your agents score themselves?
  • How are we pushing training materials to help fill gaps after giving a performance evaluation?
  • What kind of reports are we able to pull?

Quality monitoring doesn’t have to be a headache if you automate as much as you can to give your supervisors time to work with your teams and maintain service level. Your organization can improve employee engagement while also lowering attrition. If you are looking for more about performance evaluation check out our webinar on Best Practices in Quality Monitoring.

Agent Training is a Never Ending Story

Agent Training is a Never Ending Story

It’s often assumed that once an agent is trained during onboarding they are masters at what they do from then on. However, the best agents are the ones that are provided continuous learning, training and eventually work with teammates as mentors. Here are a few tips about agent training and how you can provide ongoing education within your contact center.

Training is not a static effort

An organization cannot stop at just the beginning. As the customer journey is evolving constantly and products or services are developed agents require updated information. Take cell phones for example. Imagine if you hired someone 10 years ago and only trained them on how to handle the Motorola Razor or Palm Pilot. Those products are no longer even in existence. Now cell phones operate as mini computers (sometimes even computing faster than an actual computer). The customer has also changed. They went from being only able to utilize their cell phones for calls, games, calendars/to do lists, and texting. Today the customer utilizes more data through applications than ever before. As products and services develop, agents need to be able to keep up with the customer and receive ongoing coaching and training to ensure they are giving customers better advice and service.

Agents learn in different ways.

Some learners are auditory and require asking a lot of questions and conversation to comprehend information. They easily get bored sitting in a classroom or streaming through a slide deck. Visual learners usually require diagrams or pictures to understand. Finally, kinesthetic learners require repetition. Providing regular coaching and training that touches all three learning styles ensures your agents provide better customer service.

Provide a toolbox to give management efficiency and effectiveness.

Being able to quickly assess where an agent is in their skill set allows supervisors and organizations as a whole to assess gaps. If your team is green and needs frequent reminders about the basics of how your organization communicates and problem solves with customers then you may want to give them the small pieces of information with quizzes to ensure comprehension. A more developed team or agent may just need regular performance evaluations to ensure quality.

Although there are many ways to achieve proper agent coaching and training remember there are several experts who mastered policy adherence and management. CXM is one of those experts. We’ve been working with contact centers for over twenty years and develop our own software. No customer is the same. We work at helping your organization assess missing gaps. We then provide solutions to bring value to your contact center. If you’d like to learn more reach out to us at sales@cxmrecord.com or check out a few of our other resources like How to Solve the Biggest Problems with Quality Monitoring.

How to Solve the Biggest Problems with Quality Monitoring

How to Solve the Biggest Problems with Quality Monitoring

Quality management (QM), with its ability to drive agent behaviors that impact the customer experience, is a valuable tool for contact centers.

Technological advances have increased QM process efficiency by replacing paper forms and making recordings more readily available. Significant areas of inefficiency still exist, however, increasing the cost of quality to the business. The addition of workflow automation capabilities to QM offers the potential to boost efficiency even more, while simultaneously increasing the overall effectiveness of a contact center’s quality initiatives.

Quality Management Resource Requirements

In a contact center with:

  • 200 total agents times
  • 4 evaluations per agent, per month
  • 5 minutes locating a suitable call to review
  • 4 minutes listening/reviewing call
  • 10 minutes scoring call
  • Thats close to 1.5 FTE per year required just to do evaluations!

QM is a Necessary, but Time Intensive Process

The basic quality management process – recording, evaluation and coaching – is used almost universally in contact centers across all industries and sizes. And for good reason. When executed well, QM delivers substantial improvements in agent performance. Quality management is a very versatile tool for customer service organizations. It can focus on internal performance measures, like productivity and accuracy, as well as external measures such as regulatory compliance and customer satisfaction.

Contact centers invest a lot of time into their quality management programs. A 200 seat center doing four evaluations per agent, per month devotes 3,040 hours per year, just doing evaluations. Add on to that, coaching activities and system administration and the total resource commitments are substantial.

Improving Process Efficiency with Workflow Automation

Integrating workforce automation and quality management offers opportunities for significantly improving the QM process. A workflow is a series of connected steps that must occur to achieve a desired outcome. Workflow automation makes certain that each step of the process completes before the next begins, and enforces rules to ensure each step is completed timely and correctly. Workflow automation can improve QM process efficiency by addressing inefficiencies in four major areas:

  • Time spent locating calls to evaluate
  • Communicating evaluation results to agents
  • Tracking coaching results
  • System administration and maintenance

Workflow automation is the key to increasing productivity and providing your employees with immediate feedback. The quicker they receive feedback means they can make adjustments. If you would like to learn more about improving your contact center and saving supervisors time check out this webinar.

How to Handle an Emotional Customer

How to Handle an Emotional Customer

Emotions drive all of us on a daily basis. Some emotions are positive and get us excited about an event, product or moment. Negative emotions do just the opposite and can have a rippling effect where we are turned away from something. Buyers buy on emotion not logic. Then, once they settle on a product or service they tend to rationalize their emotional purchase.

Take for instance this scenario: I have an upcoming event and set out a budget for what shoes I plan on buying. While I’m out shopping I find a pair that’s triple my original budget. I rationalize the purchase by saying I’ll wear them time and time again. In reality the shoes I am buying are three times what I planned on spending. It is emotion that moved me to purchase the expensive shoes.

When a customer contacts a business for sales or service they are looking for assistance. Maybe they are frustrated with their current solution. Maybe they are upset because their purchase isn’t functioning right. It is up to the agent on the other end of the phone to turn their negative emotions into something positive. How does a company achieve this? It begins with having the right tools for quality monitoring and agent training.

Quality monitoring can be accomplished a variety of ways but the most effective is to have software allowing the supervisor to be able to see the agent’s screen while listening to a call. Being able to quickly and efficiently pull calls to view and hear can drastically impact a supervisor’s resources. Once a call is reviewed, being able to give feedback immediately allows the agent to correct their behavior while it’s fresh on their mind. The longer amount of time that goes by between the original call and feedback to the agent, the more an organization risks losing potential customers.

After a call is reviewed and evaluated, a supervisor should be able to push appropriate training to the agent for skill development. Ongoing self-paced training is a key in contact center efficiency. This allows the agent to hone their skills and provide a better customer experience. Happy customers usually return for more services in the future while disgruntled customers immediately break ties. If you would like to learn more about agent coaching check out our previous post 6 Things About Agent Training Every Contact Center Needs to Know.

Insights on Your Agents Desktops!

Insights on Your Agents Desktops

Measuring the interaction between your agent and their desktop is a missing link in ensuring great customer service. For years, performance management has been about average handle time, minimizing wrap times, and ensuring the agent is equipped to resolve the caller’s requests. Once the agent is on the call with the client; the phone system becomes a stopwatch and has very little other data to offer. The recorded call does not tell us how the agent is using the applications that help them serve the customer. Desktop analytics provides powerful insights that can dramatically change your contact center’s performance.

Here are five top insights:

  1. Cut and Paste – The classic example of improving agent process performance is to identify and automate cutting and pasting between applications. Cutting and pasting data is faster than typing it, but it is extremely inefficient and error prone. The agent is focused on finding the customer data on another screen and pasting it, instead of focusing on the customer. Typically this slows down the agent by about 10-15 seconds per transaction. With the agent performing over one hundred transactions a day, that adds up to 15 minutes of reduced handle time. In many contact centers that means being able to serve 3-4 more customers per agent per day.
  2. focused on finding the customer data on another screen and pasting it, instead of focusing on the customer. Typically this slows down the agent by about 10-15 seconds per transaction. With the agent performing over one hundred transactions a day, that adds up to 15 minutes of reduced handle time. In many contact centers that means being able to serve 3-4 more customers per agent per day.
  3. Login Time –If your agents login to multiple applications, they could be wasting hours a day logging in and logging out. Desktop analytics tools can measure the total time spent and track what applications are being used. The tool kits that come with desktop analytics can then provide ways to securely automate the login processes with a single login and login and reduce what can be a 20 minute process down to one login. The system can even navigate to, and open the screens the agents need and have them ready to focus on your customers. Multiply five minutes times four logins and logouts a day, and you have 40 minutes of paid work time recaptured per agent, per day.
  4. Agent Workflow – You have given the agents tools to complete the job, but they have to use them properly in order to be successful. Desktop analytics tools can validate programs are accessed in the right order to ensure an optimal customer experience. It can ensure process adherence by identifying if a step was missed. Like managing other parts of your contact center, transactions on the desktop follow a pattern. By identifying when that pattern is broken; you can pinpoint performance improvement opportunities.
  5. Desktop Management – Desktops in your contact center may have been purchased at different times. They may have different processors, operating systems, browsers, and software. Having out of date desktops can slow down your agent’s performance and contribute to a negative customer experience. Desktop analytics reports on the operating systems, memory, hard drive space, and overall performance of the desktops in use, allowing you to pinpoint under performing machines.
  6. Application Management – Desktop analytics tools can monitor which applications are being accessed and how long the agent is accessing that application. This allows management to identify authorized and unauthorized applications to ensure compliance with corporate standards. This also allows for identifying applications that are never used. In many cases, there are applications that are not used that take up memory on the machine. By sun setting the application, companies may also realize a cost savings by not paying license or maintenance fees for applications that are not in use.

Through measuring and tracking the applications on the agent’s desktop, powerful insight can be gained to help streamline operations and improve the performance of the agents. The best solutions do not just collect and report on the data. It is critical to be able to take action on the intelligence you have gathered. Instead of hiring custom programming services from all of your vendors, desktop analytics tools are complemented with powerful automation tool sets. In the same way these tools are able to gather information, they can securely automate the processes necessary to keep your agents focused on your customers. Once thought of as a luxury for the contact center, desktop analytics and automation tools have become a necessity that can quickly identify and eliminate waste due to inefficient technology and processes.

CXM Recording and Quality Monitoring Recently Attended ACCA Fall Symposium

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The Austin Contact Center Alliance recently hosted their Fall Symposium showcasing vendors from all over who work with contact center solutions. The all day event included various speakers from organizations like The Austin Chamber of Commerce, Growth Dynamic, LegalZoom and various others. The symposium topics were centered around contact center best practices, leadership strategies and building better teams. They also provided case studies, problem solving strategies and how to manage change in your organization. During each break the attendees spent time networking and visiting each exhibitors booth. CXM Recording and Quality Monitoring showcased as an exhibitor to provide information about contact center solutions. 

CXM provides solutions for call and screen recording, agent coaching, performance evaluation, workforce management and many more. We've been doing this for over 20 years headquarted in Houston, TX. Our aim is to provide a better customer experience through easy to use software for end users and supervisors. The CXM solution provides leading edge workforce optimization solutions for contact centers and enterprise corporate clients. CXM was developed based on a client request for a solution that was easier to use and less expensive than what was available on the market. Learn more about the CXM solution by downloading a brochure here. 

News Release: CXM Selected for Participation in HGACBuy Program

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HOUSTON, TX (July 11, 2017) – CXM has been selected as part of the HGACBuy government cooperative program for Record & Playback Systems. As an awardee, CXM sells call recording and quality monitoring software to government, not for profit, and educational agencies nationwide participating in the HGACBuy Cooperative Purchasing Program. HGACBuy offers an efficient purchasing process by establishing competitively priced contracts for goods and services. This provides an easy and expedited service, helping members achieve their procurement goals.

“CXM is pleased to be awarded a contract by the HGAC,” says Brad Odom, Director of Sales. “This process allows us to provide our software in a valuable manner to government agencies.” Through this partnership, members can purchase CXM solutions in an expedited manner that satisfies the requirement for competitive bids and proposals.

The Houston-Galveston Area Council is a government procurement service for qualifying state agencies, local governments, education and Not-For-Profit organizations. The end users become members of HGACBuy which is free of cost and evergreen until cancelled. HGAC solicits offers on behalf of the vendors providing services and products.

Additional Resources

HGACBuy at  http://hgacbuy.org

CXM at http://cxmrecord.com/

About CXM

CXM provides leading edge workforce optimization solutions for contact centers and enterprise corporate clients. This includes call and radio recording features compliant with ERS requirements. CXM was developed based on a client request for a solution that was easier to use and less expensive than what was available on the market. Nearly 20 years later, CXM still focuses on an easy to use solution with a low total cost of ownership. An intuitive interface and industry leading maintenance program keeps ownership simple, putting an end to surprise upgrade fees or large training costs for new employees. For more information on CXM, call us at 1-866-400-4296 or learn more at www.cxmrecord.com.

View Webinar: Best Practices in Quality Monitoring

View Webinar: Best Practices in Quality Monitoring

CXM recently hosted a webinar on quality monitoring best practices. We recorded it to share with you at your own leisure. The webinar covers how to improve quality monitoring within your contact center. It discusses various ways agents are monitored, and their benefits. After a brief overview we also demonstrated using CXM's software how automated workflows enhance the monitoring process.

 View Webinar Here