Envision | Profit Center

A contact center can be converted from a cost center to a revenue-generating powerhouse. The answer can be as simple as using more creative approaches to training. Organizations can reduce training costs while at the same time improve the quality of service customers receive from contact center representatives. By easily and cost-effectively taking agents to the next level and creating a universal customer experience, companies are better able to maintain and expand their customer base…and increase sales.

So how can a company create a universal customer experience, regardless of whether the transaction takes place in the store or at the contact center? 

Achieving better service levels in the contact center is based on four components:

1. AGENT MONITORING – Gain visibility into agent performance. Whether it’s through a screen capture or call recording, it is important to be able to see what is taking place so that you can then evaluate and provide feedback to the agent.

2. ONGOING FEEDBACK/PEFORMANCE EVALUATION– Once you’ve observed a specific behavior, address the issue quickly and easily in order to improve performance. Immediate, ongoing feedback increases an agent’s retention of information and accelerates his or her level of improvement – directly impacting the contact center service quality. 

3. PERSONALIZED TRAINING– Delivering personalized training materials to the agent desktop saves time and money, and enables supervisors to address the specific needs of each agent, rather than teaching to the lowest common denominator. 

4. AGENT EMPOWERMENT– Empowering each agent to take control of their professional development and skill improvement by providing all the necessary tools and training creates highly motivated, profit-generating agents. It also helps reduce agent turnover.

Please share any additional ideas in the comments below!