How to Effectively Train your Contact Center Agents

Transcription

1 How to Effectively Train your Contact Center Agents Discover WFO Suite 2/11/2014 Andy Courneya National Account Manager Minneapolis, MN

2 The Contact Center Let s Define

3 Creating Visibility to Drive Accountability Vision into the overall caller s experience Report on QA, Analytics, and other KPI s Make appropriate Management Decisions Continue the process to meet performance goals Increase the Bottom Line through the Contact Center

4 Overview 4

5 Where do we start? The BASICS

6 Start with something robust and easy to use 100%, random, event driven, or ondemand. Record in digital, VoIP, CTI-based, or blended environments. Metadata is key. Live Monitor New agents, group, or remote workers. Recording Calls

7 Quality Assurance and Reporting Unlimited playback and QM reviewer licenses. Anyone should be able to access interface. Easy to create and use, yet In-Depth Evaluation forms. Know what you are trying to score or judge from a performance standpoint. Detailed reporting provides insight to the QA data. Know your agents strengths and weaknesses to utilize and train. Library of standard reports included, along with the ability to create and share custom reports.

8 Quickly develop & retain highly skilled & motivated agents. Supports a variety of training material formats (videos, recordings, documents, slide shows, etc.). Assign customized curricula and training materials to agents or groups based on performance or role. Coaching & Training

9 Let s take it a step further Middle of the Road

10 Desktop Recording Overview Synchronized to audio or stand alone for and chat. Do my agents know how to use the expensive applications available? Live Monitor the Desktop

11 Quickly develop & retain highly skilled & motivated agents. Earn achievements related to accomplishments, thresholds, assignments. Create a competitive environment to drive success. Provide awards dependant upon achievements. Gamification

12 Collect details from the callers point of view. Understand customer preferences and motivations; Improve customer interactions at all levels; and Identify potential threats and new opportunities. Survey Overview

13 The Real Deal Contact Center Advanced

14 Desktop Analytics Overview PCI Compliance: Detect when a credit card field is entered and pauses the recording. Identity Verification: Detect the entry of a PIN or ID number. Healthcare Records: Detect internal patient ID numbers. CRM Data: Extract case numbers from each agent s CRM session. Platinum Client: Flag call interactions with your top clients and be certain they are getting the very best. Agent Workflow Database Desktop analytics detects when the user or customer s identification has been verified.

15 Speech Analytics Overview Type in the word phrases important to the organization. Be Proactive in making business decisions. Immediately identify calls you want to review for Q/A. Learn about your Competition! Find product or service issues. What Marketing dollars are working best for the business.

16 Workforce Management Overview Put the correct people in position when they need to be there! Scheduling Forecasting Real-Time Adherence Intraday Management Agent Empowerment Reporting

17 Insight Performance Management Putting it All Together

18 Insight by Uptivity Overview Flexible, web-based platform for ensuring that critical information gets to the right people for immediate action. Deliver actionable data in a quick and concise format; Uncover potential issues and opportunities earlier; and Increase overall workforce productivity.

19 The Reporting Problem 19

20 The Insight Platform

21 Real Time Dashboard

22 Remember this One? 22

23 Thank You Discover WFO Suite 2/11/2014 Andy Courneya National Account Manager