If you want to create a thriving contact center that increases agent retention and customer satisfaction, and yields profits, you need effective quality monitoring. The key is implementing tools that help you consistently review your performance over time and make adjustments as needed. Then, your contact center can become a differentiator for your brand.
Unfortunately, 86% of agents feel that they don’t have the resources or authority to deal with customers effectively. They are missing quality monitoring tools to close the gap between service, sales, marketing, training, and reporting.
The good news is that hundreds of contact center QA tools are available. Unfortunately, not all tools are created equal, but there are a few that are vital to taking your performance to the next level.
Effective quality monitoring starts with scorecards. It’s how you measure and manage agent performance across platforms. Whether you’re evaluating phone calls, emails, chat, social media, or handling complaints, self-scorecards allow you to consider every interaction.
Using a mix of standard numeric, blind scoring, non-numeric, and holistic scorecards, you can get to the root cause of any issue and carry out a detailed analysis that impacts performance. It’s a powerful quality monitoring tool designed to help you:
In addition to self-scoring, your contact center needs a way to review 100% of text interactions automatically. Text analytics uses AI and machine learning to review every customer query and unstructured data found in the text, tweets, posts, support tickets, and emails. It’s all about providing you with actionable insight into why your customers are contacting you, what issues they are experiencing, and how you can help.
When you implement text analytics as one of your quality monitoring tools, you open up the opportunity to dig deeper into customer issues, and you can uncover:
Speech analytics is a powerful quality monitoring tool that combines speech recognition software with pattern spotting and text analysis to understand customer interactions better. The device automatically reviews and records every customer conversation using a custom set of rules. Speech analytics interprets the text to highlight performance issues and procedure accuracy.
This contact center quality monitoring solution is particularly effective for conducting in-depth searches of conversations to detect trends such as:
You can map and analyze every phone call with speech analytics and then evaluate, train, coach, and apply root cause analysis.
While using quality monitoring tools that help you look inward is essential, it is also necessary to look outward and get feedback directly from your customers—sending a “moment of truth” survey after each customer interaction is a great way to analyze customer sentiment by directly linking agent performance and customer satisfaction.
When combined with self-scorecards, these surveys help agents compare how they felt they performed against customer comments. This provides a better understanding of what works and what doesn’t. And by gathering and sharing customer feedback, you can ensure that agent performance always aligns with customer needs.
The benefit of analyzing what is happening in your contact center is that you can implement the lessons learned. A learning management system (LMS) helps streamline customer service training by matching knowledge gaps with learning and development.
This tool helps you provide training anywhere and anytime with an all-in-one solution. You can:
It’s all about automating and scaling your learning and development program to fit your needs and workflows.
Omnichannel support is a critical element of your quality monitoring tools. After all, the future of customer service looks diverse:
Quality monitoring tools that are multi-channel will work to provide your contact center with the help and insight it needs to drive results. It would help if you had QA that works across all channels for a more well-rounded view of your entire contact center and agent performance across the board.
Before the pandemic, contact centers have become more cloud-based, and working remotely has become commonplace. According to the 2020 Global Contact Center Survey, 62% of contact centers plan to implement cloud technology in 18 months.
This new standard means that you need quality monitoring tools that work anywhere and for increased flexibility. Geographical borders do not limit your business by hosting quality monitoring tools in the cloud. You can offer your agents the same functionality as in an office setting, with the work/life balance of remote work. It’s a win-win for your entire contact center.
The contact center is designed to provide exceptional customer experiences and increase profitability. But it’s only by using all of these quality monitoring tools together within your call center, that you’ll drive positive results in agent retention, customer satisfaction, and C-suite reporting.
There are many ways to improve how your contact center performs, from self-scoring to text analytics, speech analytics, customer surveys, learning and development, omnichannel support, and cloud-based software. The key is implementing the right quality monitoring tools to meet your needs and match the latest trends.