Monday, August 03, 2015

5 tips to help raise contact center agent motivation

  1. Introduce your agents to what you're trying to do with your speech analytics technology - discover keyword phrases which indicate trends. They may be able to help you develop your list of phrases to look for. What a sense of pride it will give them to contribute in this manner!
  2. Allow free access to social networks and encourage agents to participate in company posts and train them in best practices for responding to social customer service. Cross-train them to handle emails, texts, tweets, etc. as everything does point to an omni-channel future.
  3. Investigate what's available in rewards options from management. The incentives/rewards process always seems to yield additional motivations.
  4. Let your marketing team have some fun with the agents. They can shoot photos and videos for promotional purposes.
  5. Allow agents to develop mock calls that incorporate web cam usage and appropriate handling of customer situations.  This can inevitably be used to enhance agent performance as well as for training new hires.
    Read then full blog post for
    additional ways to supercharge your contact center agents!

Friday, June 12, 2015

Onsite training for workforce optimization success story

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When we go out on the road to provide onsite training for Virtual Observer, we always try to leave with constructive feedback from our customers.
New CSI customer Butler County, Ohio, an Avaya call recording and workforce optimization project, provided such feedback on our onsite training sessions and overall implementation.
"From the very start, CSI has been extremely responsive to our needs, and provided unmatched support throughout the procurement and implementation phases. Virtual Observer has been extremely easy for all of our users to understand and begin utilizing immediately. We were extremely impressed with CSI's delivery of training and their professionalism. The trainer was incredibly punctual and well prepared. CSI effectively delivered the Virtual Observer training across many different learning styles. Not only did they answer every single question with precision, they were able to calm any user concerns by making necessary adjustments on the spot."
Continue reading this Avaya success story on our website.

Tuesday, May 05, 2015

Achieve more complete call monitoring with webcams

Webcam recording and monitoring can have tremendous benefits on your contact center quality monitoring initiatives.

Webcam monitoring can help your supervisors learn where there needs to be improvement. Supervisors will also be able to study why performance may be better with certain agents: why some agents are able to handle a higher call volume than other agents. Supervisors can review webcam recording to better understand what was taking place during the customer’s experience. 
Here are a few sample questions which may be answered through agent webcam recording and monitoring:
- Why was there was an extended hold time?
- Why did the customer have such an irate reaction?
- Why has the agent been scoring decidedly worse over the last week?

Read more about these performance benefits, as well as organizational and compliance benefits realized from agent webcam recording and monitoring