A Contact Center Manager who is looking at investing in real-time information solutions should recognize that there are a number of learning’s that the customer’s give us. One tip is to trust empowering the agents with information. There is a tendency to believe that the information cannot be handled by an individual agent, and the ability to scale that information or give them relevant information can really make a difference in how they feel about their job. A perfect example of this is if someone has to transfer calls to another queue (either on a collections effort or an order processing) many times they don’t have a vision of what that queue looks like. If they are presented with the information as to what that queue looks like, as well as their own split skill or group, they can then be empowered to make a decision.
Next, train them and get their buy in. Over the past several years technology has been bought at a very rapid rate; there has been one software piece on top of another software piece and not everyone has bought into it, or is sure what it is used for. With technology often times one group purchases it and another group deploys it. Investing the time to educate why it was bought and what the specific need is, and how it can be used is a very valuable piece that can extend it out tremendously.
Finally, make it positive rather than punitive in terms of the feedback. There is a tendency for management to point out what has gone wrong. I think that a shift in pointing out what has gone right is far more motivational in that environment; it allows you to thread all of these pieces, and broadcast the job’s well done. - Frank Ortiz of Inova Corp