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Article : The Value of Continuous, Insights-Driven Agent Feedback

#contactcenterworld, @brightpatternus

Customer experience is a dynamic journey best served by systems, workflows, and agents that continually improve. The most successful organizations set up the contact center for ongoing feedback and capture knowledge as it grows and changes. Continuous training is delivered in bite-sized sessions, incorporating both technical knowledge and personal skills development to deliver better customer service.

So, how do you create a contact center environment that both motivates agents and enables great customer experience?

Supervisor/Agent Engagement = Higher Agent Empowerment

At Bright Pattern, we believe in the agent empowerment model, which means giving agents the tools and technology they need to succeed. The same goes for supervisors—successful coaching and training requires having the right system to turn team insights into real feedback that agents can use.

To empower agents in your contact center operations, we recommend a full-circle approach, in which supervisors continuously do the following:

  1. Use quality monitoring tools to watch and engage with agents during their interactions
  2. Get broad overviews of team performance via real-time metrics and wallboards
  3. Analyze overall performance over time via reports
  4. Give both real-time and ongoing feedback to agents on successes and what needs improvement
  5. Incorporate successful interactions into best practices and training examples

Turn Insights into Feedback

Providing timely, constructive feedback is one of the most impactful ways to empower agents in your contact center operations. Real-time tools such as customizable wallboards consolidate individual and team metrics, as well as provide experiential feedback from customers. With instant insights on what works best, agents can take immediate action to improve their own performance. Giving agents more autonomy to fine-tune their skills and improve results helps keep employees motivated and engaged.

Supervisors, too, should look at metrics not just for past performance reporting, but to spot examples of successful interactions that can be captured, translated into best practices, and shared with agents. Continually helping agents to improve reinforces the notion that the company values them as employees.

How Everyone Benefits

Customer experience hinges on empowering agents with the right training, tools, and service model. When your contact center operations revolve around the agent empowerment model, the benefits reach everyone—supervisors, agents, and customers alike.

For contact centers, these benefits are just the tip of the iceberg:

  • Improved agent productivity
  • Reduced agent churn
  • Reduced operational costs
  • Improved service levels
  • Greater customer satisfaction (CSat)
  • Higher Net Promoter Score (NPS)


 


About Bright Pattern Inc:
Company LogoBright Pattern is an effective cloud contact center software which helps businesses to simplify multichannel service. Bright Pattern’s solution features enterprise-grade architecture that offers non-disruptive maintenance with on the fly upgrades and scales from 5 to 10,000 concurrent agents with a measured 99.99% uptime. Bright Pattern’s out-of-the-box CRM integrations increase agent productivity with integrated UI, click to call, screen pop, and activity history, automatically saved with the ticket. Bright Pattern’s solution has usability that is second to none with a new intuitive desktop for managing omnichannel experiences, a unified interface to set-up and modify workflows, and a monitoring, reporting, and quality management for and across all channels.
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Today's Tip of the Day - Utilize Time & Money Saving Tools

Read today's tip or listen to it on podcast.

Published: Monday, August 27, 2018

Printer Friendly Version Printer friendly version

2022 Buyers Guide Telecoms

 
1.) 
Cloud IT Services GmbH

Dialfire
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

2.) 
Cloudonix

Cloudonix’s smart voice calls enable frictionless experiences that drive better customer care and faster sales by merging voice and data into a complete service context. Cloudonix add Cloud capabilities to your existing on premise Call Center enabling your agents to work from anywhere in the world. Security, Privacy and more – rapidly deployed and cost effective without replacing your existing systems or retraining your team.

3.) 
Connectica Solutions, LLC

PBX On The Cloud
We provide complete Cloud-based PBX/Phone Systems, including predictive and progressive dialers, phone lines in more than 75 countries and low cost international rates.
We specialize in the US and Latin American market.

4.) 
DiRAD Technologies

AI Powered Contact Center Provider, AI Chat & Voicebot, Enterprise Telephony
Take advantage of the latest customer service innovations with Contact Center, Virtual Assistant, and Interactive Voice solutions for accessible, 24×7 services across multiple channels.

5.) 
Layer One Technologies

Layer One Technologies provides information and communication technology (ICT) services to businesses in the greater Charlotte area. Whatever your cabling needs, we have you covered.

6.) 
Lexico Telecom

SIP TRUNK PROVIDER
We provide competitive SIP trunk services with different level of quality, IVR mailing service, pay per call servise, DID numbers service.

7.) 
Megacall

VOIP services
Stay in contact quickly and easily with your international offices through Megacall.

Megacall will fulfill all your telecommunication requirements and on top of that go the extra mile and surprise you with new possibilities for your business, speed to action your requests and keeping within your budget.

📞 Virtual Switchboard
🔌 SIP trunk
🔢 Virtual number
📠 Call Center Solutions

8.) 
NetSapiens

SNAPsolution
Our SNAPsolution – UC and Collaboration tools – can be quickly deployed so you can realize your ROI just as quick. netsapiens offers a comprehensive suite of unified communications (UC) & Contact Center (CC) feature-sets to service providers. Custom-built to provide our partners with unprecedented levels of flexibility, customization, and ease of use.

netsapiens allows you to control your margins in order to improve your ROI. As a provider of a facilities-based solution, you are able to personally choose your origination, termination, hardware costs, etc. to fit your budget. We also allow you to strategically price your product for a maximum return on your investment by charging on a conc...
(read more)

9.) 
Nuxiba Technologies

CenterWare
Build a strong business presence and improve customer relationships!

Offer custom-tailored solutions throughout your sales cycles and customer interactions and assess service levels and control corporate goal achievement through reports and statistics.

Obtain detailed reports based on relevant activity in your contact center, access our quality module to assess calls and performance, apply surveys, develop scripts, record conversations, and more!

Schedule a live demo or request a quote today!

10.) 
PRILINK

Demarc Network Traffic Monitor
A lightweight Network Traffic Monitor that privides real-time traffic alerts and tracks all IP and SIP endpoints at Demarc. It analyzes mirrored SIP Trunk and Internet traffic in real-time and compiles Network Traffic Analytics (NTA) for all endpoints giving daily network traffic telemetry, most active endpoint summary, endpoint search table and more.

11.) 
Scopserv Integrated Services

ScopTEL IP PBX
The ScopTel IP PBX solution is a distributed software application
that can be installed on both virtual and physical servers, thus
offering a multitude of architectural designs from premise-based
servers to a centralized data center (DC) hosted WAN
environment. The application is distributed as an ISO which
includes the customized Linux operating system

12.) 
Televergence

Long Distance and Toll Free Specialists for Contact Centers
Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms.
Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier. Televergence is the only active US VoIP carrier certified by the Women's Business Enterprise National Council (WBENC), which enables our services to qualify for meeting corporations Supplier Diversity Needs.

13.) 
The Phone Number Testing Company

Phone Number Testing and Validation
Bulk testing and validation of UK Landline and mobile numbers, with a growing list of other coutries where we can test.

If you own a large customer or business prospect sales database, our service helps you to quickly and accurately cleanse all the dead records, by identifying all the dead phone numbers.

We offer a free no obligation test trial
 

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