It's an age-old question in contact centers: do you train your agents to be all things to all customers, and possess at least moderate skill in all communications channels and with all types of customers? Or do you emphasize their strengths and allow them to focus on the tasks and channels they excel in, leaving other channels and transactions to other agents who excel in those areas? Outbound Dialer Resource recently posted an article on which of these techniques works best in the call center. A summary of that article is below:
While there is something to be said for both methods - agents allowed to do what they excel in will be happier in their jobs and more effective, but they may become bored and disengaged without a variety of work - it helps to ensure that the contact center infrastructure is able to track, monitor, and measure agent performance with certain channels and specific customer types.
In a recent white paper, contact center solutions provider inContact introduces its newest solution, what it calls the "Workforce-Intelligent Contact Center." The integrated solution can do just that: sense and track agent performance according to channel and transaction type. It reports individual KPIs, QM scores, and e-learning ratings, then adjusts skills and prioritized call routing to help optimize agent performance.
The ultimate goal is to eliminate the common disconnection between workforce optimization and contact center infrastructure systems, a problem that plagues many, if not most, contact centers today. In doing so, companies can cut operating costs and minimize capital expenditures (given the nature of hosted solutions); optimize workforce performance, efficiency, and quality; reduce the time spent managing complex solutions; improve customer experiences, retention, loyalty, and share of wallet; and increase revenue. Attaining these goals is virtually impossible with a contact center infrastructure that simply pushes data to the workforce optimization system for scheduling and call monitoring, but goes no further in monitoring and managing it.
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