Industry Practices

 

It goes without saying there is no one-size-fits-all solution for how to run an efficient and successful call center. While solutions such as speech analytics technology, agent scorecards, and social monitoring can help to improve agent performance and provide for a better customer experience, the fact of the matter is that each individual call center will need to determine its own set of best practices.

To shed light on the various ways to drive call center improvements, we've compiled a list of tips and advice from industry experts. We hope the following contact center best practices help you uncover the path toward operational efficiency at your organization. Enjoy!

1) Facilitate Problem Solving

"Build, establish, and maintain open lines of communication with agents, peers, trainers, managers, QA specialists, Engineering, Marketing, Manufacturing, and other areas of the company to facilitate problem solving. Address challenging customers and problems that require escalation outside of [any] department."

2) Focus on Agent Behavior When Giving Feedback

"Agents will shut down if they feel they are being attacked. Keep the focus on the behaviors that you would like to address. In addition, make sure to speak on behaviors that are positive as well as behaviors that need improvement. Agents need to receive acknowledgment and recognition on what they are doing well so that those behaviors continue."