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You won't know which calls are going to teach you something about your agents or your business until after the call has taken place. For this you need to choose a system that gives you 100% recording and allows you to monitor a 'pool of calls' which are selected through pre-determined business rules. This means a contact centre manager can actively manage the evaluation process by selecting calls retrospectively rather than in advance (which may or may not be of use to the business). This way you can pinpoint a call where say, a sale is lost and analyse why this has happened and how to avoid customer churn in future. Only through recording all calls can you recall and analyse the ones that are of importance to the business.
1. Always tell them when they do something wrong and never praise them when they do something right 2. Tell them what to do – never ask for their opinion 3. Criticize them in public 4. Expect them to be flexible when you are not 5. Cancel trainin... Read More... May 31, 2020 5:00 AM
1. Rolling your eyes, ‘tutting’ etc. when they make a suggestion you don’t like 2. Telling them off for things that you still do as a Manager 3. Always rewarding the highest achievers – not the best improvers 4. Never saying thank you to staff 5.... Read More... May 30, 2020 5:00 AM
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