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
Become a Basic Member for free. Click Here

How to Juggle with 4 Balls (and a Chainsaw) – Part 2 - J S - ContactCenterWorld.com Blog

How to Juggle with 4 Balls (and a Chainsaw) – Part 2

The Challenge of Converged Multi-Media in the Contact Center

Last time, we looked at how choice of technology in a multi-media contact center can enable speed of response. This time, we address the other requirement of customer satisfaction: quality of response.

Contact center agents are empowered to provide excellent quality of response by continual evaluation, training and improvement. The tools that enable this to happen are standard for voice-only interactions, but how about web chat, email, SMS, video and others? Rather like juggling with 4 balls (and a chainsaw), this is a challenge.

....NOTE - content continues below this message

INVITATION

We invite you and your colleagues to join us online as we take the highest rated industry conference online - join us and the elite in the industry at the NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!

>>>>> FIND OUT MORE: HERE


....CONTENT CONTINUED BELOW

Multi-media Monitoring

Call center agent monitoring is essential for maintaining quality of service. It allows supervisors to check that agents follow established protocols and procedures, and reveals areas that need further training.

Just as supervisors can monitor, coach and barge with voice calls, the same is required with email, chat and other media types. Whereas voice calls just require an audio connection, the challenge for other media types is to also provide access to the agent screen, at several levels:

SMS, email, web chat, etc (text-based interactions)

  • Monitoring – requires view-only screen
  • Coaching - requires sharing mouse and keyboard with agent/ view-only screen plus audio
  • Barging – requires taking over mouse and keyboard from agent

Desktop sharing and take-over requires either built-in monitoring software or integration with third party remote monitoring tools.

Video

This requires special handling (rather like that chainsaw):

  • Monitoring – requires view-only screen
  • Coaching - requires view-only screen plus audio
  • Barging – requires software that enables the supervisor to replace both agent-side audio and video with their own.

Supervisors can only continue to improve agent performance and satisfy customers’ needs if they have access to the right tools.

Multi-media Recording

This is typically useful for agent scoring, post-interaction coaching, complaint review and dispute resolution.

Whereas voice call recording involves creating MP3s, the challenge is to be able to handle other media types appropriately:

  • SMS, email, web chat – if there is a unified queue mechanism, simple text can be captured as it passes through the system
  • Video – requires capture of both agent and customer sides of the interaction, both visual and audio. If the agent portion is displayed on the agent screen alongside the customer portion, a single movie capture of the agent screen (e.g. an AVI file) is possible.

If the various types of interaction recording are fully and easily available, agents can be scored, targeted for further training or discipline, etc, helping to maintain high quality interactions and therefore customer satisfaction.

Multi-media Reporting

Reporting gives visibility on both what is happening, and what has happened, so that issues that threaten customer satisfaction can be addressed immediately.

Once again, multi-media interactions need a different approach to voice calls. Traditional key performance indicators (KPIs) for voice don’t work for text-based interactions or video, so new KPIs must be established for each media type.

And wouldn’t it be great if supervisors could respond directly from a reporting interface? e.g. move agents between media queues, or retrieve recorded interactions. This requires both a tight, unified approach to media queuing, and a seamless blend of data and system control in a unified interface. That’s quite a challenge.

If you are thinking “That’s all very well, but...” – it’s OK. A move toward supporting multi-media interactions need not be expensive. Remote agents and virtualisation are just as feasible as in a voice-only center, so the move would not require a complete overhaul of existing infrastructure.

Support for multiple media types throughout the contact center, rather like juggling, does present its challenges, but with the right approach, an awareness of the complications (look out for that chainsaw!) and the right software(!), all balls can be kept in the air and customer satisfaction can be kept high. Happy juggling!

Publish Date: April 20, 2012 10:59 AM

Industry Champion Award Leaderboard

Submit Event

Upcoming Events

15th annual Best Practice Conference - this is the contact center world's most highly rated event - a whopping 100% of delegates say they would recommend it!

100's of best practice tips and ideas from contact center professionals Read More...
 6
 24877 
Share

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =