It’s not just about catching people being naughty. It’s also not only about having proof that can be used in a legal capacity. It doesn’t have to be all about punishment. It may take a little more effort but quality monitoring can also be used for positive reinforcement.
For years, and I mean years, I have heard speakers at conferences and read books talking about shifting to a rewarding mentality in contact centers. Despite the prevalence of these resources, I still hear stories about punishing agents, training problems, and all of the negatives that are often involved in running a contact center. It doesn’t have to be that way but it’s not an easy shift.
The main idea is that we need to focus more on the positive things that our agents are doing, and that will help minimize the occurrences of the negatives. Quality monitoring, in my opinion, is an easy place to start and can have a big impact. Here are some of the tactics that I recommend contact center managers start using:
- Have your agents listen to the good calls you’ve recorded, not just the bad ones.
- Use good examples from your existing agents in new hire training and refresher training sessions.
- When you are coaching an agent for improvement, use their own calls, even if just in segment form.
- Base some reward, whether it’s official bonus pay or a silly trophy they can place on their desks, on the good performance scores.
However you choose to incorporate quality monitoring into your positive reinforcement plan, make absolutely certain that your agents are well aware of the expectations. Maybe play a recording of a “perfect” call as an example!
Thanks for reading!
Depending on the research report you read, chat looks to be the second most popular service communication channel, behind the ubiquitous telephone – and yes, ahead of email.
If that is the case, its no surprise that businesses are trying to figure out how to do chat well! Do I blend chat with my agents who also take phone calls? How many chats should an agent handle at once? What are the hiring criteria for a good chat agent? What tools do chat agents need in addition to what their phone counterparts have? What are the best KPIs to apply [...]
If you’ve followed my posts tracking my experience with Delta airlines (latest post, My Multichannel Customer Experience Part 3), you’ll know that the airline didn’t do too well relative to delivering a great customer experience. However, I think I might have been critical of Delta for the wrong reason. What I’ve now learned is, they’re not bad, they’re just slow!
All my comments about Delta not responding to my tweets, online posts, and phone calls were a bit premature. This weekend, I got two calls from the Delta customer care people following up on my complaint. I then received a [...]
How important is the ability to service and support your customers in a multichannel environment? Below are the results from a consumer survey that were reviewed during a recent Web event, Key 2014 Contact Center Trends and Priorities – How you can be ready. The results clearly show the value of a multichannel contact center. As an insurer, have you given consideration to offering multichannel service to your customers?
Please rate the value of each of the following being available for you to use when you are interacting with that company’s customer service or support:
(Results displayed include a response of ‘Extremely [...]
So here are the results of the last part of my experiment, which in case you missed the overview, is set up in my blog post from last week, My Multichannel Customer Experience Experiment. Essentially, my experiment was designed to see how Delta Airlines would respond to a service compliment and a service complaint delivered over several channels. Here are the results of my “complaint” interaction:
Phone: Let’s start with the phone, since it proved to be the most interesting. I called the phone number listed below the comment/complaint tag on the Delta website. The speech-driven interactive voice response (IVR) prompted [...]
Have you ever considered the emotional response of your customers during a customer service interaction? As both a customer and a customer experience practitioner, I thought I would share a recent experience from both perspectives. I’ve also included some tips for how the missteps that occurred during the scenario could have been prevented.
It was 10:35 p.m. on a Tuesday when I noticed a bill from my credit card company, which also happens to be my primary bank. I opened it to find that it never received my last payment and had assessed a late fee, an interest penalty and [...]
I outlined my experiment design in my post last week, My Multichannel Customer Experience Experiment. Essentially, my experiment was designed to see how Delta Airlines would respond to a service compliment and a service complaint delivered over several channels. Here are the results of my “compliment” interaction:
Email: Not offered on the Delta.com website
Webchat: Not offered on the Delta.com website
Online web form: The form was easy to find and had four demographic/ID questions and nine “tell us about your experience questions.” I filled out the form, listed the gate-agent by name, wrote a brief compliment and explanation about my [...]
I’d like to let you in on my planned, non-scientific experiment (no animals or humans will be injured J). I hope you’ll enjoy watching this unfold.
In early January I had one of the most challenging travel weeks that I’ve had in a long time. Snow, ice, cold, all contributed to a series of missed flights, reroutes, and lost luggage. Now mind you, I travel enough each year to go around the world around seven times. I’m a million-miler and proudly carry my Diamond Medallion card like a badge of honor. So, I’m no travel wimp!
During my January travel [...]
In my last post, “The Importance of Model Validation in Contact Center Staffing“, I briefly discussed three types of computer/mathematical models that are commonly used in contact center what-if analyses. Let’s expand on these a bit.
Predictive modeling is probably the most common model discussed in contact centers—this is the model that forecasts call volumes, handle times, agent shrinkage (i.e. sick time), and agent attrition. There are a variety of modeling methods available, like Holt-Winters. The call volume forecast is a fairly high profile result of these models.
Here are three tips to help with your forecasting:
Forecast everything. It is [...]
“Why I’ll never buy another piece of business software again.” Those are pretty bold words coming from any seasoned, time-tested, I-grew-up-in-a-server-room CIO or line of business owner. However, I’d propose that with the benefits and maturity of the cloud improving with every tick of my virtual atomic clock, that those are words we’ll be hearing more and more.
The cloud just makes so much sense for so many reasons:
Important business applications have all moved to the cloud and some of the best new ones are only available in the cloud. Flexibility is a “trade-up” for reduced control. Come on [...]