Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

EXECUTIVE MEMBER
Ikhwal Sidiq
Assistant Manager Trade and Remittance Services
408
MEMBER
Vijay s
Director
54
MEMBER
Thamer Noori
Director of Industrial Security and Safety Dept.
13
MEMBER
Jason Taylor
Officer of County 311 Services
0

Article : The Importance Of Training

With the contact center becoming essential to an organization's goals for customer care and retention, the key to maximizing the contact center's business performance is to maximize agent performance and quality of service. This is evidenced by the fact that many contact centers today rate their top quality objective as: improving agent quality of service to maintain and grow the business through continually improving performance.

Agent performance relies, in part, on a contact center's ability to go beyond introductory training, and provide on-going targeted coaching. A contact center will invest several weeks of training in an agent as they join the team, but necessarily on an ongoing basis. To make sure that critical information on best practices or new campaigns is always accessible, and tailoring such information to the specific skill-set of an individual agent is critical to growing the business through continually improving performance.

The Challenges Of Training
Contact centers need to be able to go beyond introductory training and provide immediate feedback on an on-going basis that is specific to the individual needs of each agent. And this approach is, in effect, agent coaching. Supervisors, however, don't always have the time to provide such coaching to their agents. With a calendar full of day-to-day tasks they don't have the resources to provide immediate and ongoing feedback. Nor do they always have the requisite inputs to provide focused feedback that is tailored to a specific agent's skill set, making this impractical and cost-prohibitive.

The Advancement Of E-learning Solutions
The key to answering these challenges is an agent coaching solution that is fully integrated with a customer interactions capture and analysis solution. This type of solution provides the ability to create personalized coaching packages and push them to agent's desktop. Agents can then independently review the coaching package, let their supervisors know that they have reviewed, send back comments, and re-visit the information whenever needed. They can also send comments or questions to a supervisor, or request a face-to-face training or coaching session through the system.

With an integrated coaching solution supervisors don't need to wait until the entire team's schedules coincide to provide face-to-face meetings, nor do they have to repeat group sessions on a one-to-one basis. Agents can receive feedback and tips on their performance while the information is still relevant, making the coaching much more effective.

This kind of approach maintains a constant flow of information and on-going, open dialogue between supervisor and agent.

Packages are created quickly and easily enabling immediate feedback on an on-going basis and which is relevant to the individual agent. Full integration means that packages can include input from a variety of sources, such as recorded calls, evaluations, customer feedback on interactions, off-line files with information on new campaigns and procedures, or anything else agents need to be kept up-to-date.

The package can include, for example, feedback from the Clip Creator, which turns any portion of an interaction into a short clip with a supervisor's voice annotation which exports easily. This is an efficient, on-line way of communicating best practices and sharing tips with an agent who is finding difficulty in handling irate customers, for example.

Avoiding Common Training Mistakes
The most common mistake is underestimating the need to provide information and feedback on an on-going basis, not just during recruitment – translating into the need for effective coaching. Another mistake is to overlook training and coaching as a key management tool to help engage and empower agents, as well as reduce attrition. The goal should be to maximize the agent's potential by reinforcing positive choices and behaviors and improving upon those that are less successful. The opportunity to leverage focused skills assessment should be used for development vs. disciplinary purposes.

Once a supervisor identifies specific observable agent behaviors that drive customer satisfaction, it is critical to engage the agent for proactive performance improvement. A positively-driven coaching approach will result in motivated agents who will seek out every opportunity to improve their skills set and reach their maximum potential.

Agents can evaluate their own calls and sign-off on evaluations electronically. Often, when agents listen to their calls, they identify the success factors or pitfalls of the interaction on their own. And correlating quality scores to specific calls proves to be a very powerful means for agents to understand and improve performance without the need for supervisor intervention.

The Power Of Integrated Agent Coaching
In the past coaching was an off-line, one-way dialogue. Behaviors that required improvement were treated slowly, delaying potential customer satisfaction. Good evaluations often didn't reach the agents, prolonging the lack of reinforcement. But now, an integrated Agent Coaching solution provides on-line, near real-time, two-way communication. This empowers agents to respond with questions or request assistance, and be able to calibrate behaviors for improved customer satisfaction.

And once an agent is engaged and empowered the risk of losing that employee is minimized while performance and quality of service is maximized.


About NICE Systems:
Company LogoNICE (NASDAQ: NICE), is a worldwide provider of intent-based solutions that capture and analyze interactions and transactions, realize intent, and extract and leverage insights to deliver impact in real time. Driven by cross-channel and multi-sensor analytics, NICE solutions enable organizations to improve business performance, increase operational efficiency, prevent financial crime, ensure compliance, and enhance safety and security. NICE serves over 25,000 organizations in the enterprise and security sectors, representing a variety of sizes and industries in more than 150 countries, and including over 80 of the Fortune 100 companies.
  Company Blog   Company RSS Feed   Company Facebook   Company Twitter   Company Instagram   Company YouTube   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Utilize Time & Money Saving Tools

Read today's tip or listen to it on podcast.

Published: Thursday, August 4, 2005

Printer Friendly Version Printer friendly version

2024 Buyers Guide Automation

 
1.) 
Call Adapt

Soundboard Software
Call Adapt is a cloud-based digital soundboard application designed for contact centers. It works with any type of call and integrates with your existing dialer system. Powered by smart audio technology, Call Adapt gives your agents the ability to converse with customers in real time using programmed keyboard shortcuts. The result is perfect pitch delivery and less time spent on repetitive tasks.

2.) 
eGain Corporation

eGain Solve
Proven, Easy, and Guided Journey to Automate Customer Engagement in a Digital+AI World

3.) 
Pointel

Genesys Identity and Access Manager
Automated Provisioning Solution for Multi-Vendor Communication Platforms

Managing agent profile data across multiple systems is a big challenge for contact centers. The manual tasks of agent provisioning, decommissioning, daily change exercises, skill level synchronization, license recovery and detailed reports on usage are tedious, time-consuming, and often expensive for businesses.

Managing ID and access within a contact center is further complicated by profile information and requirements that vary from application to application. Automating the processes of onboarding and off-boarding in contact centers helps overcome these challenges and enhances agents’ productivity.

Pointel I...
(read more)
 

About us - in 60 seconds!

Join Our Team

Industry Champion Award Leaderboard

Most active award (top 10) entrants in the past 48 hours! - Vote for Others / About Program
Submit Event

Upcoming Events

The 19th AMERICAS Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...
 31783 
Showing 1 - 1 of 3 items

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =