Exploring the Link Between Customer Experience and Agent Experience

Providing exceptional customer experience requires an exceptional staff of customer service associates. That is why there is such a strong correlation between improving quality management in the contact center and improving the customer experience being delivered by your company. While routing applications address getting an interaction to the right agent resource, quality management helps contact center management train and prepare its staff to optimally process those interactions.

How many contact centers record the calls coming in and out of their operation? A surprisingly high proportion does, more and more every year. In The US Contact Center Decision-Makers’ Guide 2015 ContactBabel reports that voice call recording functionality has penetration rates of over 90 percent in most vertical sectors. In fact, the recording of all calls is becoming the de facto standard in most customer care operations, and a rising percentage of centers simultaneously record agent screens as well.

But what is being done with all of these recordings? Often companies record calls for regulatory compliance, especially those in the financial services firms and healthcare. But finding the right recording in a timely manner can be a nightmare. In all industries, call recording can support supervisor training of agents. But typically supervisors can review no more than one percent of all calls.  Which calls should be listened to and reviewed with the agent? Recording alone does not address these issues.

Quality management solutions are designed to provide easy archival access to recordings as well as select recordings for supervisor review based on customized rules. However, the majority of companies that are recording calls have not yet deployed a quality management solution. Companies that have deployed quality management solutions may be frustrated by the level of functionality. Quality management applications deployed five-plus years ago typically don’t support the myriad of channels currently being used to support customers in most centers: email, web chat, social media, etc.

How does your contact center’s handling of webchat and email stack up against your voice handling? How easy is it for customers on mobile phones reaching your contact center to continue their interaction seamlessly? Data shows that first contact resolution rates for online chat and email are far below voice interactions.

As we begin 2016, it is time to examine the benefits of expanding your quality management beyond voice-only to include all the media channels your agents are handling. It’s time to match your increasing ability to deliver an omni-channel experience to your customers with omni-channel monitoring, training and management of your agents.

Join me and John Cray, VP of Product Management for Enghouse Interactive in a webinar January 28, 2016 at 2 PM EST/11 AM PST as we explore “How to Improve your Customer Experience with Quality Omni-Channel Processes.”  REGISTER HERE


Sheila McGee-Smith, President & Principal Analyst of McGee-Smith Analytics

Sheila McGee-Smith, founded McGee-Smith Analytics in 2001 and is a leading communications industry analyst and strategic consultant focused on the contact center and enterprise communications markets. She has a proven track record of accomplishment in new product development, competitive assessment, market research, and sales strategies for communications solutions and services. Ms. McGee-Smith has spent thirty years in the communications industry, including 12 years as an industry analyst with The PELORUS Group. Early in her career, Ms. McGee-Smith held sales management, market research and product management positions at AT&T, Timeplex and Dun & Bradstreet.

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