How much of your technology investment is devoted to helping your agents? Most, if not all, I would bet.
Don’t worry if all your technology advantages empower your agents— it’s an important focus for any call center trying to deliver exceptional customer experiences.
We’ve even covered how enabling agents with technology is a vital pursuit.
But, if you set high demands on your non-agent staff, you need to empower them with technology to get the job done right. From managers to analysts, and quality teams to trainers, call center leaders need to do more to help the ones that help our agents.
Here are a few ideas on how to equip your non-agent staff with cloud solutions that can drive better outcomes in your organization:
CLOUD TECHNOLOGY THAT HELPS CALL CENTER MANAGERS
It’s easy to forget how much rests on the shoulders of our call center managers. While agents serve as the front line to customer experience, managers are responsible for the outcomes behind the scenes as well.
Modern managers must build a positive work culture, motivate individuals to succeed, manage operations, and guide the technology roadmap for the entire call center. And, with so many call centers shifting from cost centers to revenue generators, managers must justify every investment.
Further, the gap between companies that say they deliver exceptional service (80 percent) and the customers who agree (8 percent) represents a huge “delivery gap” managers must overcome, according to Bain & Company:
But what technology can managers leverage to impact their call center?
Cloud tools that harness business intelligence (BI) are quickly becoming the most impactful solutions to increase efficiency and boost ROI.
By helping to highlight key metrics across a call center, cloud BI tools give managers deeper insights that can pinpoint areas needing more attention.
BI tools can monitor agent performance, such as CSAT scores, hold times, or average call resolution, to help managers quickly intervene if agents are struggling and target necessary training.
Managers can also look to BI tools to support agent utilization, as call volume trends can be forecasted and refined to make data-informed staffing decisions when integrated into a quality WFM platform.
BI insights can even help managers drive at shared goals, such as gamification to see which agents close the most tickets or achieve the highest customer experience ratings in a given quarter.
Every manager is tasked with a handful of benchmarks to hit — and business intelligence solutions in the cloud can help refine a manager’s strategy for achieving their goals — no matter what they are.
IMPROVING TECHNOLOGY FOR QUALITY MANAGEMENT TEAMS
Many QA and QM teams have upgraded their current quality management suite to the cloud — and they’re driving quick results.
By integrating with emerging cloud technologies, call centers can build quality monitoring programs that rapidly improve customer experience. – Read more