Monet Software - ContactCenterWorld.com Blog Page 10
The thing about improving contact center performance is you’re never really done. Stats that are already improving can always get better. Good agents can become great agents. A change to a script can enhance customer service.
As you continue to refine and fine-tune performance at your contact center, here are some quick tips that may help.
Put yourself in the customer’s position and try various types of calls to discover what kind of service you receive. There is no faster, easier way to find out how your agents are treating your customers.
Agents Reviewing Agents
Schedule time for agents to monitor other agents at work, and then have them get together and provide feedback and suggestions on how to get better.
A positive attitude is always beneficial – encourage it by creating a display board with positive words and expressions that can be used during calls.
Share Success Stories
By giving agents a chance to describe a situation where they shined, it provides both information and motivation to the rest of the team.
Invite customers to visit your contact center. It’s a way to build a closer relationship, and they might have some ideas that prove useful in improving performance.
Good manners do make a difference. Remind agents of the importance of saying ‘please’ and ‘thank you.’
Lighten up on AHT
Of course average handle time is an important stat. But if agents feel comfortable spending a few extra minutes with a customer to make sure they are satisfied or to answer questions, it makes their job easier and helps performance as well.
Use speech analytics in conjunction with quality monitoring and customer surveys to better understand what is important to your customers.
Recruit from Within
Have an opening for a new coach? Hire an experienced agent from within your contact center. It’s good for company morale, and you’ll have an employee that knows exactly what agents go through, and how they can adapt their performance to handle different types of calls and customers.
Publish Date: November 3, 2015 5:00 AM
The evolution of technology has made it easier than ever for call center agents to work from home. And if you believe the “What work will look like in the future” articles all over the Internet, we are still at the beginning of a transition to a time when virtual workplaces may outnumber traditional offices.
However, if your contact center is considering a work-for-home arrangement, it’s important to realize that there may be some bumps in the road throughout the transition process.
The benefits are there – lower overhead, happier employees, reduced attrition rates, access to a larger potential workforce (since a daily commute to the contact center is no longer necessary), but here are some thoughts to keep in mind as you embark on this brave new virtual path:
Choose the Right Agents
When you offer your current agents a work-from-home option, many will leap at the opportunity, eager to “go to work” every day in their family room and watch TV when they should be focusing on calls. Present this as a privilege, not a right, and tie it to the set of performance standards they are currently meeting in the office. If those numbers slip, it’s back to the cubicle. Remind them that the requirements of the position are the same – only their surroundings will change.
Choose the Right Technology
Telecommuting only works if agents can do everything at home that they can do in the office. Obviously a computer with high-speed broadband is essential, but the only way to be assured of the efficiency of a virtual workplace is through cloud-based technology.
This way, you will always know that these agents are working with the current software versions, as with the cloud they are uploaded automatically (and at no cost) upon availability. Managers can access real-time and historic reporting so they will always be aware of current activity no matter where it is taking place. And remote agents can have their calls recorded and monitored for future training purposes.
Choose the Right Policies
During this time new rules will have to be written and new procedures learned. Will telecommuting agents have to come in to the office for coaching sessions, or should those be handled virtually as well? Will additional training be required for the home agent to interact with the office, receive shift assignments or schedule breaks remotely?
The key to all of this is communication. As you begin your transition into a partially or fully virtual workplace, make certain there is an end-to-end communication plan in place so that agents have the knowledge, the tools and the guidance they need to deliver outstanding customer service, wherever they may be.
Publish Date: October 26, 2015 5:00 AM
There is a true story about a business traveler, returning home after a long and difficult trip, who tweeted Morton’s Steakhouse with a request to meet him at the Newark Airport with a porterhouse. It was a fantasy that he thought would be good for a few laughs at the restaurant.
So imagine his surprise when Morton’s actually sent one of its waiters to the terminal to greet this weary traveler with the steak he ordered, plus all the trimmings. As gestures to engender customer loyalty go, this was as effective as it gets.
What does this have to do with contact centers? The goal, just as in a restaurant, is satisfied customers. Getting there involves creating a set of guidelines for employees to follow intended to achieve that goal. It also means that sometimes employees should be able to break those rules and go above and beyond to make a customer happy, even if it doesn’t always conform to company policy.
Zappo’s, the online shoe store, has become famous for this. One woman ordered several pair of shoes for her mother, who had undergone a medical procedure that left her feet numb and sensitive to pressure. However, none of the shoes ordered helped with her condition. The woman explained this to a Zappo’s call center agent.
A good company would have gladly accepted the return. Zappo’s went further – they sent the woman’s mother a bouquet of flowers with a note saying they hope she felt better soon. Then they upgraded both the mother and daughter to VIP status, so they would receive free shipping on all future orders.
Result? Two new loyal customers, great publicity, and a happy Zappo’s employee who felt free to bring this idea up to management, and represent the company in a positive way.
The Empowered Agent
Special moments like this can only happen when agents feel empowered to “go outside the box,” come up with creative solutions, and implement them without fear of being fired.
Of course most customer-agent communications won’t require such grand gestures. But sometimes even smaller exceptions are not greeted warmly by supervisors. There are contact center environments where rules are enforced with military precision, and these are not the most comfortable places for agents to work. Rules are necessary, but the key to building a successful team of agents is to provide not just training, but confidence; not just correction, but encouragement; not just guidance, but support.
Here are some suggestions for how to empower your contact center agents.
The GROW Method
GROW is an acronym for Goal, Reality, Options and Will. It refers to a method of coaching that has proven successful at improving agent performance and encouraging agents to solve problems through their own creativity.
Goal: Specify the goal of each coaching session, as well as the goals that the agent wants to achieve.
Reality: What is the current situation like at the contact center, and what aspects of that reality are getting in the way of achieving these goals?
Options: What needs to change to make these goals a reality? Is there a business policy standing in the way? Or does the agent have to change his or her behavior or approach? Does management need to provide something different?
Will: Include the agent in the decision on the best option to get to the desired goal. Better yet, let the agent actually make the decision, assuming it is viable (“We can get there if you double my salary” would not be acceptable). When agents devise the solutions they become more empowered, and they also have fewer excuses for not getting the job done.
Avoid Sandwich Feedback
What’s the best way to deliver constructive criticism? “Sandwich feedback” suggests positioning that criticism between two instances of praise. Others believe this is a lazy option used in place of a properly structured coaching session. We think sandwiches are for lunch – there are more productive options available.
Perhaps the shortest distance to correction is simply for a coach or manager to tell an agent what is not being done right and how to fix the problem. But it’s worth the investment of extra time, and perhaps even a short trial and error process, to instead ask the agent how an issue can be resolved. This encourages the habit of solving problems without guidance, which will carry over into conversations with customers.
Make Decisions as a Team
When decisions have to be made at the management level, it’s still a good idea to include agents in that process. Gather their input even if it is not ultimately accepted when the final choices are made. Just knowing their opinions matter can be empowering, while also boosting agent loyalty and hopefully cutting down on attrition.
Use Mistakes as a Teaching Moment
Mistakes are unavoidable. Still, we all try to evade them as much as possible. But empowering agents sometimes means letting them make mistakes so they figure out what went wrong and why, and then learn from the experience. For reasons best left to medical professionals, our mistakes seem to stand out in our memories more than our triumphs. That creates fuel for change, and is the best incentive against making the same error again.
If an employee is happy to come to work, he or she is far more likely to do a better job. This can be more of a challenge given the repetitious nature of contact center work, and having to deal with angry and impatient callers. But morale can be maintained through open communication between agents and managers, employee empowerment, and plenty of positive feedback.
Managers set customer service policy, but agents put that plan into action. Make sure they have the capability to solve customer problems quickly.
Publish Date: October 22, 2015 5:00 AM
In the old Captain Marvel comic books, young hero Billy Batson was able to “summon awesome forces at the utterance of a single word.”
Few words have that kind of power – but the words your contact center agents use when speaking with customers certainly can have a powerful impact, for better or worse.
For this reason it’s never a bad idea to review the scripted statements used by your agents and look for ways that they might be improved. Also, in those situations where going off-script is necessary, agents must be constantly coached to use the right words to deal with volatile situations, and to communicate with customers in a way that expresses regret for their problem and encouragement that a solution is possible.
We’ve discussed empathy in previous blogs. For most of us it’s an easy emotion to conjure when we’ve actually done something we regret, or when a friend tells us about something that has gone wrong in their life. But since contact center agents were not directly responsible for the customer’s problem, an attempt to generate empathy from nothing may not be successful.
I Feel your Pain
Empathy is expressing feeling – does that come through in your script? “I understand how you feel, that must be very frustrating…” “Many of our customers felt better after trying…” etc.
One coaching method that has worked in the past is to ask agents about a time when they received poor service, or bought a product that didn’t work. Encourage them to remember how that experience made them feel, then channel those feelings into their responses.
The Name Game
It’s easier to establish a rapport between agent and customer when both are addressed by name. Using “sir” or “ma’am” is more formal and used to be a means to convey respect, but at this point there is no distinguishing the ‘sir’ you get at an executive board meeting from the ‘sir’ you get at the Burger King drive-thru window.
Better to opt for “Thank you, Mr. Walker, let me take care of that for you.” And the agent should also introduce him- or herself at the beginning of each call. “Thank you for calling ABC Industries, my name is Robert, how can I assist you today?”
The secret of success is sincerity. Once you can fake that you've got it made.
--Jean Giraudoux ‘’
Sincerity is important – but it must be authentic. That involves not only the words used but also the tone of voice in which they are expressed. Customers are too smart now not to recognize over-scripted expressions of support delivered in a monotone voice for what it is – someone just doing their job:
“Thank you for calling ABC Industries. This is Jennifer – how can I brighten your day today?”
“How can I provide you with excellent service today?”
“How can I make you feel valued and be of help for you today?”
These lines were taken from actual contact center scripts. It takes the right type of agent to deliver them and make it work.
Next to empathy, reassurance may be the most important message an agent can communicate. It lets the caller know that they are on their way to having their issue resolved.
Reassurance + Empathy? That is the key to success:
“I am sorry to hear that this happened to you. I will be more than happy to assist you today and get this issue fixed.”
“I am sorry you had to deal with this inconvenience. Let’s get this taken care of.”
“I understand why this is upsetting – I would feel the same way. Here’s what we are going to do to get this resolved.”
Note the use of “Let’s (let us) and “we” – that puts the caller and the agent on the same side of the issue, rather than the agent coming across only as a representative of the company that disappointed the caller. It’s a subtle change but it does make a difference.
The Dreaded ‘Hold’ Button
Sometimes putting a call on hold is unavoidable. And if that caller has already had to wait once to speak with an agent, the request to put them back on hold may not be greeted enthusiastically.
When it must be done, some call centers use the “ACT” Method.
A – ask permission
C – create a timeline
T – thank the customer
Don’t tell them you’re going to put them on hold, ask them, “Do you mind waiting for a moment while I get that answer for you?” Very few will say ‘no’ because they want to get this over with as well.
Create a Timeline
Let them know how long you’ll be away. “This should only take a minute or two.”
Thank the Customer
When the agent picks up the call again, his or her first words should be “Thank you for holding. I appreciate your patience.”
Once the crisis is passed, do not close the call without two essential elements: first, a suggestion on what to do should the problem return – preferably one that will not force the caller to repeat the same process they just experienced. Then, close on a note of appreciation for their business: “Thank you for choosing ABC Industries,” etc.
Finding the Right Matches
While all of these tips can be helpful to any agent, a contact center increases the likelihood of their success by matching certain types of calls (or callers) with the agent best suited to handle them. A workforce optimization solution is essential for such call routing, particularly if it is equipped with a speech analytics solution capable of providing the data that will determine the optimal agent for each call.
Publish Date: October 20, 2015 5:00 AM
Compliance is – let’s be honest – a pretty dull topic.
But in our continuing quest to avoid what is boring, we cannot neglect the laws and regulations now in place that help to keep business transactions stable and secure. This can also be a costly topic to ignore, given the penalties that may be imposed on businesses that do not keep accurate, up-to-date records of telephone transactions.
Recorded call records must be kept accessible for a minimum of six months, and that timeframe may increase with new legislation on its way.
Is your contact center keeping up? Do you have transactions saved across multiple platforms?
Speech Analytics Can Help
In addition to its many other benefits in customer service and cost savings, speech analytics also play an important role in your compliance effort.
Should you ever need to demonstrate how your contact center is meeting established criteria for keeping credit card information safe, speech analytics can quickly search through thousands of calls and highlight any in question by locating the precise language used in each call. Even single words can be flagged and calls brought up for review.
Having ready access to calls subject to compliance not only saves time, it reduces risk of exposure, as it now becomes easier for managers to check compliance during internal reviews. Doing so regularly can help your contact center avoid fines and negative publicity, at a time when the public remains concerned about secure transactions.
Publish Date: October 15, 2015 5:00 AM
Think Halloween is scary, with all those horror movies and little ghosts and monsters ringing your doorbell?
That’s nothing compared to the frightening service problems that can result from adherence issues at your contact center. You’ll hear a lot of screaming this month, but you certainly don’t want to hear it from your customers.
Thankfully, Monet has a free webinar for that. And you are invited.
It’s called “Fighting the Adherence Monster,” and it is scheduled for October 28 2015 at 11 am PDT.
If you have ever encountered the Adherence Monster, you know how it can seriously increase labor costs. Bullets won’t kill this beast – instead, you need a technology solution that has the capability to streamline schedule adherence goals and practices.
How can you know that agent availability, holidays and breaks have all been accounted for? Can you make adjustments in real time? How do you know which agents are doing their part for schedule adherence and which may require additional guidance or training?
Fortunately, the Adherence Monster is no match for Monet solutions with real-time adherence.
Don’t miss this informative webinar featuring tips and tricks to help you keep adherence issues away from your business. Spend 45 minutes with us, and you’ll save hours and hours of time lost to lapses in adherence.
Register here, it's free!
Publish Date: October 14, 2015 5:00 AM
The year 2020 once seemed so far away and now it’s just around the corner. And according to a Gartner survey, 85% of consumers will by 2020 prefer to manage their own relationships with companies, rather than interact with them via current methods such as the contact center.
We’ve seen such surveys before, and no one can say for sure what technology or customers will be like five years from now. But there is no question that we are seeing changes in how contact centers deal with customers, as a result of omnichannel options that can be accessed anywhere through smartphones and tablets. Six billion mobile devices now in circulation tend to have that effect. Chances are your contact center has already felt some of these trends.
Round the Clock Service
One of the many advantages of the Internet is that it’s always open. If customers want to reach out to a company in the middle of the night, they can now do so via email and social media, and some companies provides 24-hour access to online chat as well. More connection points are expected by customers, particularly millennials, at any time, day or night. However, smartphones are still phones even if they can do 100 other things. And we believe telephone interaction, even if restricted to traditional business hours, will still be important in 2020 and beyond, and should not be neglected in the race to embrace other options.
No one has to take a number or wait 5 minutes before sending an email or posting on Facebook. As customers come to expect that type of instant communication via their mobile device, sitting on hold waiting to speak to a contact center agent will seem even more of an inconvenience than it does already. That will place more emphasis on improving calls answered and average wait time metrics.
That said, there is still a delay between messages sent via email and left on Facebook, and a company response. The ultimate goal may be to integrate instant live service with a self-service mobile channel, such as chatting with a virtual agent.
Whatever the future brings there is no reason to wait until 2020 to start reassessing your current processes and infrastructure technology, and find ways to make them compatible with current mobile tools.
Publish Date: October 12, 2015 5:00 AM
Their functionality may be different but the objective of workforce optimization (WFO) and analytics, when employed in a contact center, is effectively the same: to provide customers with a more positive experience.
And at a time when customer experience has become a greater differentiating factor in what separates one company from another, both WFO and analytics can play a vital role in maintaining customer loyalty, and attracting more customers from positive posts and responses viewed on social media.
With workforce optimization, contact centers can automate such important functions as workforce management, call recording, quality management, screen capture, performance management and tracking key metrics. Analytics is more customer-centric, providing centers with insight into the customer types and the nature of each inquiry, so calls can be routed to the agent best suited to deal with them.
As both tools work toward the same goal, doesn’t it make sense to acquire them in a way that assures they will efficiently work together?
At Monet, our speech analytics and desktop analytics are incorporated into our WFO Live solution to help maximize agent productivity and performance. For basic call centers or contact centers that offer omnichannel interactions between agents and customers, this powerful alliance of WFO and analytics can better meet your customer needs, help you to better utilize your resources, and improve service levels.
Publish Date: October 9, 2015 5:00 AM
Another football season is underway, and as always there will be teams that excel on their way to the playoffs, and teams that stumble and fumble their way to a high draft choice.
Can we say the same about contact centers? Certainly there are a few similarities worth exploring.
If you don’t have a good team on the field, you are not going to achieve your goals. The best football coach can make a good team great, but he can’t make a bad team into a Super Bowl champion. In the contact center, the right coaches and managers can inspire their agents to always improve their game, but they probably won’t be able to transform an unmotivated employee into “Agent of the Year” material.
This also means that having 47 out of 50 well-performing agents is not sufficient. Just as one bad player can fumble away a game, one bad agent can turn customers away and lower the center’s performance standard. When you are drafting new agents, be careful to avoid a bust.
In football, sometimes top players walk away because they don’t like their contract. You can lose agents in the same way as well. A competitive salary with incentives and a positive working atmosphere can help you keep your star players.
And while we’re saying coaches can’t be miracle workers on the gridiron or at the contact center, they do bear some responsibility for team performance. In the NFL, winning coaches take time to get to know each of their players, to ask about their families and what is important to them. They provide ongoing support and encouragement. They know which plays to call that work to a player’s skills.
Hopefully, if you are a contact center manager, you are doing the same things.
Finally, NFL teams invest in training facilities and equipment to give their players the tools they need to excel. Do your agents have the technology tools they need to deliver service to customers, and match call types with the agents best equipped to handle them? Can you provide service via web chat and email and social media with the same professionalism?
In a sense, every call that comes into your contact center is a game in itself that can result in victory or defeat. Make sure you have the team and the technology in place for a winning season – this year and every year.
Publish Date: October 7, 2015 5:00 AM
The 2015 ICMI Contact Center Demo and Conference (October 19-21) is just weeks away, and at Monet we are proud to be a sponsor of this popular annual event.
If you haven’t made plans to attend yet it is certainly not too late – we hope to see you at the Rio Las Vegas. Monet Software will be located at Booth #420.
While we think it’s worth the trip to Vegas just to come and see us and hear about some exciting plans we have for the future at Monet, there are many other good reasons why this conference is an excellent investment.
This year’s workshops include such critical topics as:
• Conquering the Cross-Channel Customer Experience
• Agent Optimization: Maximizing the Frontline’s Performance and Productivity
• 10 Essential Principles for Writing to Customers in a Multichannel World
• Positioning Call Center Leaders for Success in a Sea of Change
• Contact Center Technology 101: What Every Professional Needs to Know
• Deriving Measurable ROI and Impact from your VOC Data and Tools
• Secrets to Developing an Award-Winning Customer Service Team
• From Common to Intelligent: Keys to “New” Self Service
At a time when so many aspects of the contact center industry are changing simultaneously, here is an opportunity to find out more about new technology, new customer engagement channels, and new ways to recruit and train agents. And maybe enjoy a great all-you-can-eat buffet and see a Cirque du Soleil at the same time.
Publish Date: October 6, 2015 5:00 AM
Are you already seeing Christmas trees going up in stores? Sure, it might be too soon, but there’s no such thing as rushing the season when it comes to contact centers – especially if November and December is your busiest time of year.
There are more than 100 shopping days until Christmas, but the time to make sure you are prepared to handle the holiday season is right now. Here are 5 ways to start:
1. Create or consult your stand-by agent list
Many contact centers hire temporary agents to keep up with increased call volume. You may have a list of these agents who helped out in previous years, as well as qualified agents that were interviewed for positions, and did not get the job. Start contacting them now to check their availability. If you don’t have a stand-by list, start putting one together.
With Workforce Management software it is easy to review call patterns from previous years so you’ll know what to expect in the months ahead. Run simulations based on this data and review the results so they can be as fine-tuned as necessary.
3. Shift schedules
Have your best agents available during peak periods, and have a plan to make sure all holiday season schedules are easily accessible to all concerned parties so there’s never any confusion. Obviously there will still be some revisions along the way, but WFM should resolve any issues before they can impact performance.
4. Streamline training
When adding temporary agents, you may need to train them in a more efficient way so they are prepared for what’s to come. If possible, streamline the desktop solutions available to temps so they can find the functionality they need without any confusion. When you have a mix of full-time and temporary agents on the floor, have a system in place to route the more complicated calls to experienced agents, leaving new hires free to handle more basic transactions.
5. Monitor the new hires
Have personnel available for quality monitoring, focused in particular on your overflow workforce. Some will excel, and these are the agents you might want to keep on the payroll after January 1. If you don’t have a position available now, given the turnover rate in this business it’s only a matter of time before you will. Save their contact information.
Publish Date: October 5, 2015 5:00 AM
It’s not that contact center agents are naturally suspicious. But when the company announces it is adding a quality monitoring tool, the obvious assumption will be that this is being done to keep a closer eye on agent conduct, and to catch people not doing their jobs.
For this reason, the way in which quality monitoring is introduced can be critical in its acceptance by the contact center workforce. It is essential that agents recognize the benefits of quality monitoring, not only to the business and its customers but to agents as well.
Here are three tips on how to achieve a stress-free transition into a quality monitoring program.
We’re all in this together
Calm fears over “Big Brother” right away, and emphasize that quality monitoring is a tool that is going to help everyone – agents, coaches, managers, and supervisors – be more efficient and deliver better customer service. Explain how everyone needs to be working together to achieve business goals, and how quality monitoring will provide insight into each employee’s performance – not to criticize them, but to help them get better through personalized training.
When managers have more insight into agent performance, they will have a way to identify and reward those who excel at their jobs. You may have agents now who don’t feel appreciated for the good work they do; quality monitoring offers a way to change that.
Consult the vendor
Monet Software has worked with a number of call centers on quality monitoring implementation, and can provide not only technical assistance but also feedback on any work culture issues that may arise from its use. This is a positive step forward for your contact center, and we’ll work with you to make sure it is introduced in the right manner.
Publish Date: September 30, 2015 5:00 AM