Post by shiyabul on Aug 21, 2024 4:13:53 GMT
There was a higher percentage of phone interactions pre-pandemic. Today, consumers are using a variety of digital channels to engage with brands. In addition, when employees started WFH it shifted the way managers and supervisors relied on technology to monitor activity, application usage, and schedule adherence for example. Implementing virtual walk-around management tools became critical. "Among teams led by coaches who spent more than percent of their time on the contact-center floor, staff-retention rates were twice the average.
" (McKinsey) Today, many of those agents now work remotely, which https://lastdatabase.com/ requires equipping coaches with a digital means of understanding who is doing what, when, and discerning if an agent is struggling. The ability to examine desktop activity virtually provides managers with real-time data as opposed to anecdotal observations to drive agent feedback during coaching sessions. In addition, most quality management (QM) programs focus on the internal processes and customer interactions, whether that’s an in-person or phone conversation, or written dialog between customer and agent or chatbot.
But that’s only part of the interaction. There’s also the interaction the agent or chatbot has with your company’s systems. Examining desktop activity can provide supervisors with a host of insights: Are there common mistakes that might point to a training or programming issue? Are agents skipping compliance steps to improve or reduce their handle times? Are there opportunities to automate tedious, repetitive tasks agents currently perform? Pairing desktop activity with customer interaction data creates a more holistic picture and can