If there was any question that contact center managers have their hands full these days, Deloitte’s global contact center survey should drive the case home. According to the report, 96 percent of survey respondents anticipated a greater role over the next two years to support business growth and customer experience demands. The nature of service itself is changing—online self-service, email, mobile, voice and webchat features are all poised to increase between 50 and 85 percent this year.
Today’s customers have come to expect near-immediate resolution of issues as well as a diverse set of touch points by which to reach out. But contact center leaders don’t simply have their hands full with customers. The contact center is becoming the information-gathering hub for businesses looking for ways to improve their brand image, drive engagement and generate revenue.
Fortunately, there are contact center solutions available today to help streamline and improve service. But much of the emphasis is placed on providing tools to agents to assist them with customer interactions. But providing agents with software to optimize their impact without introducing software for managers is sort of like buying new tires for a car without gasoline.
Contact center managers play an essential role and if they’re not able to do their job efficiently the entire organization can suffer. Integrating quality management software, therefore, should be at the top of every business leader’s to-do list.
What will managers be able to accomplish if given the right tools to succeed in the modern contact center?
One of the greatest features of quality management software is the ability to automate the quality process through speech analytics technology. This will empower managers to sample 100 percent of interactions, instead of manually sampling calls ad hoc. This offers truer insight into customer satisfaction, agent performance and can help managers uncover deeper trends in customer beliefs or personnel behavior.
By getting a real-time look at agent interactions, managers can pinpoint weak spots in the training process to empower agents to continue improving in their roles.
By developing a more inclusive understanding of customers, meanwhile, contact center managers can generate a truer sense of whether or not customers are satisfied with the organization’s products or services. This can help contact center managers provide actionable feedback to other departments within the organization.
Without implementing quality management software, contact center managers will not have enough time in the day to handle these responsibilities manually. Trying to balance agent training, customer satisfaction and the organization’s larger business directives would become inefficient, if not impossible.
Today’s contact center managers have their hands full—and the job is only getting more complex. Your business needs to make quality management software a part of the equation to simplify your contact center leader’s role.
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- [White Paper] Frost & Sullivan: The Analytics-Driven Contact Center - March 10, 2020