Call Center Software | Screen Capture & ROI | Envision
Nov 28, 2006

Screen Capture & ROI
Posted by: Connie Smith

I was having a conversation with one of our customers last week as to the benefits and ROI related to screen capture technology. Screen capture has given contact centers the ability to evaluate and coach to the entire interaction not just the verbal side of things. Without screen capture, the evaluator is left to guess as to why the agent has placed the customer on hold or why the request takes longer then anticipated. Benefits for screen capture that have been reported to me include:

  • Ability to evaluate and coach email and/or web chat.  If a center is offering multiple channels of interaction, you need to evaluate and coach to each of the channels equally.  This will ensure consistency in servicing and improve rep performance.
  • Additional skill gaps are identified as you are able to find out if the rep is lacking in computer, typing or application skills. Identifying these skill gaps, then coaching to them will allow you to improve the performance of your reps.
  • Ability to shave seconds off the phones because you are able to identify a way to shorten keystrokes in a given application.
Do you have any successes with screen capture that you can share?

 


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Screen Capture & ROI - 12:00 AM | Coaching & Agent Effectiveness | Add Comment (1) |
Nov 15, 2006

Important Skills: How do you handle them?
Posted by: Connie Smith

Recently, we held an Envision Exchange conference call entitled “What’s the Score on Quality Evaluation Forms?” and one of the participants asked if anyone had a particular skill that was so important to the organization that they made it be a pass/fail for the entire evaluation form. I thought I’d ask you guys this quesion. If you have a particular skill that is an automatic pass/fail for the entire form, what is it, why is it so important and what percentage of your evaluation forms are a fail because this skill is not met?

I’d love to hear from you…

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Important Skills: How do you handle them? - 11:52 AM | Coaching & Agent Effectiveness | Add Comment (2) |
Nov 08, 2006

Foundation vs. Finesse Grading
Posted by: Connie Smith

Today, Envision conducted a Webinar, "Incorporating Customer Feedback Into Your Quality Monitoring Program," with Morris Branson, quality manager at Vision Service Plan. Morris spoke about finesse and foundation grading and many of our participants asked for further information on this scoring methodology, so here you go:   

Individual skills on your evaluation form should be broken into two types for grading—Foundation or Finesse. The foundation skill type is for the objective or black and white skills and is graded based on whether or not the skill was performed. Foundation skills are scored as a “yes” or “no." An example of a foundation skill would be “verification.” 

Finesse skills types are subjective and are graded on how well a particular skill is performed. Finesse skills are graded on a scale. No more then 3 choices are necessary. An example of a finesse skill would be empathy. (In fact, the experts say that all soft skills should be scored as finesse.) 

For finesse grading my favorite scale is:
Did not demonstrate the skill (= 0 points)
Developing the skill = (partial points)
Mastered the skill = (maximum points)
I like this method because it takes it back to whether or not the rep accomplished the skill. In my opinion it is a better choice then 1,2,3 or poor, fair, good as these are subjective to the evaluator…

If you have a comment, suggestion or question about finesse and foundation grading, I’d love to hear from you!

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Foundation vs. Finesse Grading - 11:39 AM | Coaching & Agent Effectiveness | Add Comment (0) |
Nov 07, 2006

Starbucks Article: A Must Read
Posted by: Connie Smith

I ran across this article from Call Center Magazine featuring Beverly Stryker of Starbucks Coffee Company, and thought that I would pass it along. Starbucks is definitely leading the pack in motivating their agents and turning quality monitoring from "big brother" to the "good guys." Access the article here.

If you'd like to hear Beverly speak about the Starbucks quality monitoring program, you can download her archived Webinar, Transforming Quality Monitoring from Big Brother to the Good Guys.

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Starbucks Article: A Must Read - 1:08 PM | Coaching & Agent Effectiveness | Add Comment (0) |