Contact Center Quality Monitoring, Coaching And Performance Optimization Tips

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<h1>Contact Center Quality Monitoring, Coaching And Performance Optimization Tips</h1><strong> Author: <a href='http://www.articleseen.com/profile_Seo5 Consulting.aspx'>Seo5 Consulting</a></strong><br /><p>In today's challenging economic climate, analytics and contact center quality monitoring are changing the way companies do business and dramatically improving contact center operations, managers want quick and accurate insights into the effectiveness of their contact center operations in order to make prudent, timely decisions, but they don't have the time or resources to listen to and review the vast amount of customer interactions handled by the agents every day. In addition to this there is no shortage of performance metrics available from their PBX and ACD. These days there seems to be more sophisticated tools including multimedia recording, desktop analytics, instant chat, self service options in the IVR, cloud computing, etc. Managers and supervisors today are able to choose from a myriad of options to manage performance but where do they start to do their quality evaluations in a systematic manner using complex algorithmic mathematical formulas combined with scientific methodologies and their own intuition? Therein lies their dilemma. So little time, so much to accomplish in the course of a day... Contact center quality monitoring systems offered today are not only to evaluate agents but also to evaluate a contact center reputation. Yes, reputation might sound obvious but too often contact centers seem to miss this critical view point. A customer's perception of service captured in a call recording or video file says a lot about the culture of the organization. Call Center Reporting and Call Monitoring Systems are a means to an end in that one has to learn from the information and who else to translate these to actions and outcomes than the Supervisor. This has to be one of the most critical and unforgiving roles within the contact center next to the agent. Sort of being a start quarterback being called in to throw a touchdown on each attempt when the offensive team is on and the line backer when the defensive line is on. The role of the supervisor and their agent has been so devalued over the years that it is not a surprise the attrition rates for these roles are in double digits. This is not a malaise or a disease or caused by the recent global financial crisis or globalization. We did this to ourselves. We have become part of a culture that communicates via a keyboard than by voice skills and the traditional skills that our parents taught us about being polite and respectful. We complicate the connection with our customers and prospects through voice prompts and boring scripts to keep the agents from really having a connection with the customers. Enter VPI and it's Empower suite of products. In my humble opinion, this product is a god-send for managers, supervisors and front-line agents. VPI has truly defined the new expectation of a customer through a fresh set of lenses. It shatters the level of "mediocrity" to "excellence" in quality and performance from the customer's point of view. The power of the data can now be turned into knowledge which in turn can be turned into wisdom for coaching to excellence and that translates to actionable analytics and outcomes. Quality Assurance is everyone's responsibility and by giving power to the people who influence agent behaviors, then the Supervisor should be the quarterback that determines the outcome of the game. Like they said in the movie, if you build, the customers will come. VPI has started this movement by building on a framework that is supervisor-friendly for QA success. If we synthesize all these goals, the aim of QA and Call Monitoring becomes a matter of linking outcomes of calls to a customer's behavior not only the agent's behavior. As a result, contact centers can also learn what effects, if any their approach to training and coaching agents have on customers and ultimately the outcomes. Being proactive and giving agents a larger stake in the pie by identifying areas of strength, best practices and also key training to be used for modeling success. In this way, a contact centre can leverage the VPI Empower suite of products and establish guidelines and standards for handling calls instead of dictating what agents should or should not do. In the larger picture, the role of the supervisor and the agent has to be supported through all levels of the organization. As a result, success and a best practice model will show up sooner than later! For more information, visit VPI-corp.</p><strong>About the Author:</strong><br />VPI [Voice Print International] is the premier global provider of interaction recording and analytics, <a rel="nofollow" href=http://www.vpi-corp.com/>contact center quality management</a> and workforce optimization solutions. For more information visit <a rel="nofollow" href=http://www.vpi-corp.com/>www.vpi-corp.com</a>.<p> Article Source: <a href='http://www.articleseen.com/Article_Contact-Center-Quality-Monitoring-Coaching-And-Performance-Optimization-Tips_29629.aspx'> http://www.articleseen.com/Article_Contact Center Quality Monitoring, Coaching And Performance Optimization Tips_29629.aspx</a></p>

Article Source : http://www.articleseen.com/Article_Contact Center Quality Monitoring, Coaching And Performance Optimization Tips_29629.aspx

Keywords : Contact centre quality monitoring, VPI, Call Recording, Voice Logger, Call Logging, Digital Voice Logging,

Category : Communications : Communications