Article : Serving Yourself Towards Productivity
What technologies are available for agents to ‘help themselves’ in improving productivity? We asked that question to contact center professionals to find out if there are self-serve solutions that actually work in increasing efficiency for agents.
A survey by Joss Jalbert, ContactCenterWorld.com
Regional Revenue Manager
Omni Hotels and Resorts
"To be able to control their own "knowledge" in a format that works for them individually, thereby being responsive to customer queries. To continue to update their own product knowledge, and gain a wider understanding of the business processes, especially at the fail points that cause calls (service centres)"
Omni Hotels & Resorts creates genuine, authentic guest experiences that take guests on 1CA Total Departure 1D to 50 distinct luxury hotels and resorts in leading business gateways and leisure destina... (read more)
Subject Matter Expert
"Viewable accountability, i.e., reader boards, posted stats of adherence. If everyone sees who is working and who isn't, the "help myself" attitude changes. No one really wants to be a slacker. But if numbers aren't posted, who's to know who is doing what. It makes it real easy to hide when no one sees or knows what you are doing."
NICE inContact CXone™ is a unified cloud customer experience platform. CXone combines Omnichannel Routing, Workforce Optimization, Analytics, Automation and Artificial Intelligence on an Open Cloud Fo... (read more)
SVP of Product Management
"Most, if not all of WFO capabilities, can be extended to the agent. From providing real-time performance statistics on the agent desktop for individuals and peers, bidding for schedules in a workforce management application, listening to recordings of both their own and other ‘best-in-class’ calls to providing QM scores of their performance for coaching and motivating for praise and / or improvement."
LiveOps, Inc., a company focused on virtual contact center technology and services, enables businesses to deliver high performance call centers and high quality customer contact in the most cost-effec... (read more)
Call Center Manager
The Travel Corporation
"I really don't think there is "agent specific" technology. The best thing a call center manager can do is show their agents what they are looking at (i.e. productivity reports). In my call center I have 4 pixel boards that indicate the current number of calls in queue and how long the longest call has been waiting. Seeing this information my agents know how busy the call center is and work accordingly."
Iletikom provides sales training and coaching programs.
Concentrix, a wholly-owned subsidiary of SYNNEX Corporation (NYSE: SNX), is a technology-enabled global business services company specializing in customer engagement and improving business performance... (read more)
3-D Information Technologies has been established in 1998 by fully Turkish capital, following the owners' experience at the abroad. 3-D Information Technologies has been presenting value added solutio... (read more)
"Agent realtime status monitoring, ACD Reports, Call recordings can all help agents improve productivity but it is workforce optimisation solutions that give the best results all the time."
"There is a growing trend to extend WFO into other parts of the enterprise, such as branch and back-office departments. Often, the quality of the customer experience delivered in contact centers and retail stores is impacted by behind-the-scenes activities in the back office, where order fulfillment, billing and claims processing take place.
With an integrated WFO solution, an enterprise can view its organization holistically and address business process issues and customer complaints that come into the contact center more quickly, efficiently and cost-effectively. In back-office operations, WFO solutions enable organizations to capture, monitor and actively manage workload volumes, and understand the capabilities and availability of staff to do the work. Leveraging such technology and processes allows managers to accurately predict the resources they’ll need to complete pending work.
Beyond addressing business process issues in both the contact center and back office, components of WFO solutions such as speech and data analytics are enabling marketers, research and development, and other departments across the business to better understand customer needs. More specifically, by creating an index of every word and phrase identified in thousands or millions of recorded customer interactions, speech analytics can automatically identify changes in customer behavior, categorize positive and negative feedback, help organizations better understand brand recognition, identify customers at risk, and more."
Verint Systems is a provider of analytic software-based solutions for the security and business intelligence markets. Verint solutions transform voice, video, and text into actionable intelligence - m... (read more)
Merchants SA (South Africa)
"There are not a large amount of tools that empower an agent to self improve. What does exist are systems and application that store and make information available to agents to improve themselves through e-Learning. These are usually merged with a Quiz that an agent would take to assess their level of knowledge. This is useful for teaching technical skills and keeping an agent product knowledge up to date but does little to improve the agents customer interaction skills. There are some new technologies that will use call evaluation scores and feedback from customer surveys to generate an agent performance profile. This in turn can be used to identify specific agent weaknesses and make suggestions on areas of improvement. This can then be used to optimize the use of agent development resources. If knowledge is a weak area online knowledge systems can be suggested as a solution. If knowledge is good but tone is a problem then an interaction with a trainer may be recommended. The automation of the identification of development areas through the merging of quality assurance and customer feedback and analysis using modern statistical tools to is an exciting frontier. It must however focus on improved training resource usage rather than reducing the amount of agent training and up skill."
Merchants, a Dimension Data Group company, is a provider of bespoke outsource contact centre solutions, operating in South Africa and has a 35 year track record of delivering customers contact centre... (read more)
With more than 30 years voice research and more than 150 voice patents, IBM is key industry player providing access to data through end-to-end voice integrated solutions. IBM also makes chips for a wi... (read more)
Eurotunnel operates the Channel Tunnel infrastructure and makes available paths to train operators who are licensed to operate cross-channel rail freight services. Since opening in the spring of 1994... (read more)
Director Client Support
"Workforce management can put up web screens for them to measure themselves against numbers of contacts taken, adherence and improving their own resolution times as they mature. It can also allow them to see who is in the queue ready for taking contacts before they make a judgement move to go into research mode or whatever your classifications are for being in a "not ready state".
The first time a technician or representative hears themselves taking a contact, they are able to start improving how they respond to customer needs. Recorded contacts are also used as training instances for new hires.
Ticketing tools allow you to build knowledge by looking at other technicians/representatives answers or solutions to issues. No one needs to be there to help them search - and it allows us all to improve upon our communication skills."
ManpowerGroup is an American multinational human resource consulting firm headquartered in Milwaukee, Wisconsin, USA. Manpower provides recruitment and assessment, training and development, career man... (read more)
As caring for customers becomes the differentiator that drives consumer spend, Sitel is advancing its position as a provider in outsourced customer care innovation. With over 28 years of industry expe... (read more)
"Key agent self-help tools include:
Collaboration tools (e.g. between agents and supervisors) to makes real-time planning, tracking and exception handling easier and allows agents to log in and view schedules and request changes. These not only automate shift bidding, but also introduce a higher degree of fairness in awarding shifts. An automated rules engine is able to factor in seniority or ‘bonus points’ and assign shifts accordingly.
Knowledge bases to provide intuitive access to complex product/service information to the agent while interacting with the customer (and typically can be similarly accessed by customer self service applications)
e-learning tools to provide focussed training (‘soft’ call handling and negotiation skills as well as product/service knowledge and cross/up-selling techniques)."
CCC is a BPO companies in the field of Customer Care in Europe and has been offering international customer care solutions for more than 20 years. More than 8.500 service professionals at 22 locations... (read more)
"There are are a host simple although rather gimmicky technology applications can help e.g. the ability to quickly replay something (e.g. a quietly spoken telephone number ) to check that the agent has heard it correctly. Or simple speech recogniton where the recogniser is optimised to recognise the agent's voice when echoing telephone numbers. However it is those technologies which support agents so that that they can give the best possible service to customers that will ultimately improve total system productivity. This normally requires both technology and training. Technology that quickly provides the agent with good reliable information in a form that can easily be delivered to the customer, and training so that that the agent can impart that information intelligently and with due regard to the customer's ability to comprehend."
Today's Tip of the Day - Listen
ContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 205,000 corporate 'individual' members have joined the association's website 'ContactCenterWorld.com'. We were established in 1999.
Published: Monday, April 5, 2010
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