Quality Monitoring in 2016
New year resolutions in business? Sometimes they work and sometimes, like that pledge to lose 10 pounds, they don’t. But making the effort helps contact center managers focus on priorities, and keep up with emerging trends and changing customer needs.
Take quality monitoring – we are in the midst of a major transition in how customers interact with companies. Mobile devices have changed the game, and businesses need to be aware of this and prepared to engage with customers however they choose to reach out.
How should this shape your 2016 plans? First, let’s look at what hasn’t changed – the responsibility of the contact center to provide excellent service, whether that is via telephone or email or online chat. Then, take action to make sure all of your customers are being properly served. Ask these questions:
Are we looking for what we’re doing right, or what we’re doing wrong?
Monitoring is the best way to spot problems. Sure, you’ll also find out what you’re doing well, but the sooner issues can be identified the sooner they can be solved.
Are we making the most of the data available? With a workforce optimization solution you have access to a wealth of insightful data on contact center performance. Are you making use of all of it?
Are you getting the small things right?
Little issues in service eventually result in big problems. Use quality monitoring to make sure that best practices are being maintained in every aspect of the call from the greeting to the final ‘click’.
Do you have the right software solution in place?
Monet Quality – Quality Management in the Cloud makes it easier to evaluate agent performance and skills, achieve higher customer satisfaction through improved customer service, and increase staff productivity through improved call handling. Plus, it’s easy to set up, affordable to implement and delivers proven results. If you add it to your New Year’s resolution list, the rest of your quality monitoring challenges will be much easier to achieve.
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