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Aligning Your Quality Program and Customer Experience: 3 Design Essentials - Alorica - ContactCenterWorld.com Blog

Aligning Your Quality Program and Customer Experience: 3 Design Essentials

Quality Monitoring exists in almost every contact center. Done right, it can be a goldmine for feedback and coaching for front-line agents, and action-oriented data back to the business. An EGS eBook by Pam McGlone, “What the Bleep Should I Do with All this Data” addresses how companies can effectively use the data they gather.

But building a Quality Monitoring strategy that truly identifies opportunities to improve Customer Experience takes thoughtful design if an organization wants to operationalize a genuinely customer-centric strategy.

There are three critical considerations to include when implementing a Quality Monitoring process that can transform Customer Experience:


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1. First up, deal with issues NOT actually resolved

The greatest indicator of overall customer satisfaction is issue resolution. So inversely, issues NOT being resolved are likely to cause the greatest negativity to Customer Experience.

In an EGS infographic by Mark Fortlage, “Key Performance Indicators (KPIs) for Customer Care – Are You Measuring the Right Things?” research indicates that the most important factor in customer satisfaction is resolution.

Always include the simple Yes/No question such as “Was the customer’s issue resolved?” on your monitoring form. Have your Quality team score this question from the customer’s perspective. If the answer is “No,” capture why there was no resolution, beginning with the simple designation of whether the issue was not resolved due to an “agent” (such as, the agent not using the correct resource) or “non-agent issue” (such as, there is a known product defect).

2. Replace weighted scoring with two simple measurement buckets: Customer-related and business-related

Traditional monitoring programs aim to give a single overall score indicating performance. Examples include:

  • Points: “You achieved 90/95 points on this monitor”
  • Percentages: “You achieved 95% on this monitor”
  • Other symbols: “You achieved 4/5 stars on this monitor”

However, the weakness with this approach is that it attempts to boil monitoring performance down to one number, through weighting of different line items (e.g., from “Did the agent use the correct greeting?” to “Did the agent verify the customer’s identity before making account changes?”). This creates the potential of unclear or misguiding performance results since line items that may have an extreme impact on Customer Experience and those that have no impact on Customer Experience are forced together.

We solve this challenge by separating Quality Monitor form line items into two buckets: “Customer” and “Business.”

  • Line items that show clear correlation to customer satisfaction and issue resolution are designated as “customer-related” line items
  • Line items that do not directly impact the customer: case logging, verbatim reading of call closing script, etc. are designated as “business-related” line items
  • Performance is reported by category, so upon initial glance at performance data you can compare your Quality Monitoring “customer-related accuracy” and “business-related accuracy.” You are quickly able to gauge your program’s ability to deliver a positive Customer Experience

3. Keep it fresh

Quality Monitoring programs can get stale quickly, so keeping pace with the changing needs of your customers is critical to staying relevant.

  • A great way to ensure the short-term success and long-term failure of your Quality Monitoring program is to build it based on your current data, but fail to frequently update the process based on new information
  • Certain line items may make sense for your current business and customer base, but as customer-facing challenges are faced and resolved, new issues may arise. It’s important to always stay on top of any changes in your customers’ expectations

And for extra credit, a couple other things to think about:

  • Shorter is better: Create line items that truly impact the customer or business. Using a form that is long and composed of many non-critical line items will negatively impact both Quality team efficiency and morale.

Read other EGS Insights to learn how to enhance your business processes and improve Customer Experience.

Source: http://www.egscorp.com/insights/blog/2016/02/15/aligning-your-quality-program-and-customer-experience-3-design-essentials/

Publish Date: February 15, 2016 5:00 AM


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In response to the COVID-19 pandemic, Centrical, provider of the holistic, real-time employee engagement and performance management platform, offers contact centers ways to

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Consilium UniAgent™ Mobile
As we enter the next stage of the global pandemic, Contact Centers are faced with a new set of challenges to enable their Agents to Work-from-Home without impacting Customer Experience (CX). UniAgent™ Mobile is the ideal solution to enable Work-from-Home Agents using Tablets or Smartphones or PC without any VPN. UniAgent™ Mobile is compatible with Cisco CCE, CCX, PCCE and HCS-CC contact centers (both bridged and nailed connection). UniAgent™ Mobile is available as On-Premises or Cloud Solution which can be hosted in the Private Cloud, or on the Public Cloud (AWS, Microsoft Azure, Google Cloud Platform, etc.). UniAgent™ Mobile can be deployed in conjunction with Cisco Unified Mobile Agent (CU...
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CXA iCoach
As a leading expert in contact center business practices, DALBAR recognizes the challenge of consistently delivering exceptional customer experiences with the sudden shift to remote teams. Our self-evaluation and coaching solution for remote representatives and virtual contact centers will let you meet these challenges head on. DALBAR's CXA iCoach solution, combines our proprietary criteria and over 40 years of industry research. It allows Contact Center Managers and Quality Teams to continue to improve and provide a better customer experience even when they aren't at a physical location.

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CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.
CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS. This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.

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Oracle LIVE Experience
Live Experience offers HD voice, video, Screen sharing and annotations for customer mobile users. Agents interacted with users using desktops or mobile. Applications are for Financial Services, Retail, Travel and Hospitality, Digital Services, Utilities, Coporate IT where remote HD video, screen share or annotation is needed for a great customer experience.

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CenterWare
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Don't let COVID-19 stop you. Use our cloud contact center hosted software and continue your operation.
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Learning & Development
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Orion Learning is a global leader in providing accredited learning and development solutions for organizations globally. We offer call/contact center certification programs for Agents, Supervisors and Managers, business certifications and examinations for wide range of topics including project management, change management and service management, leadership soft skills and a full suite of assessment tools which can be used for recruitment, talent management, succession planning and coaching/mentoring. We deliver our solutions to global community and all of our solutions are delivered digitally.

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InterDialog UCCS
InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.
 



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