The 2022 contact center pain triptych: increased workloads

The Contact Center Pain Trifecta of 2022: Increased Workloads (Part 3)

Rachel Lane, Head of Contact Center Solutions, Medals

As the contact center faces the challenges of increasing workloads, these are the key strategies for maximizing contact center agent training and productivity.

Even before the pandemic, the plates of contact center agents were full. But since the pandemic, the contact center has come under increasing pressure, leading to workload issues for agents.

Given the changes we have seen in the past two years, whose contact centers are becoming a new lifeline for businesses, it is clear that a new customer ecosystem is emerging. To be successful in the future, contact centers must not only engage with customers with empathy when needed through their preferred customer service channels, but also learn from each of those conversations to optimize the customer experience for customers. future interactions.

Here are some contact center agent training and performance strategies best contact centers use to prepare their teams for success.

How to Effectively Manage Contact Center Agent Training and Performance in the New Ecosystem

#1: Analyze rich contact center data to predict workload trends

A well-managed contact center is data-driven. Understanding call volume trends is key to ensuring organizations have the right agents with the right skills available at the right time, especially when things get busy.

Fortunately, most contact centers have the information they need at their fingertips to better manage their agent workloads during these high-stress times. Looking at the history contact center databusinesses can anticipate future engagement trends and predict when agent workloads might increase and what issues arise during these periods of high demand.

For example, organizations may regularly see a surge of calls arriving at the end of a monthly billing cycle. By analyzing engagement data during these recurring periods and on an ongoing basis, contact centers are able to:

» See exactly what drives inquiries

» Shedding light on issues that can be resolved to prevent or reduce inquiries in the future

» Reveal the financial impact of ongoing issues that have not yet been resolved

» Learn about emerging topics and themes that drive contact volume spikes outside of known and predicted high volume periods

» Create warning systems to receive alerts when new issues begin to increase contact volume

#2: Discover the strengths of each contact center agent

Instead of distributing employee responsibilities across levels, organizations achieve better results by assigning tasks to officers based on their individual strengths. For example, if you know that an employee is particularly good at communicating with empathy, you can assign them to handle account recovery matters. If you know another employee is a stronger writer than speaker, you can assign them to manage live chat, social media, and email engagement.

To determine where your agents excel, look no further than your quality management platformmaking it easy to see each team member’s strengths and growth opportunities.

While it’s always beneficial to improve your contact center agent’s training and performance in the key skill areas needed to do the job, prioritizing the cultivation of each agent’s unique expertise, you can :

» Empower agents to train others on topics where they perform best

» Create a team of experts

» Prevent agents from being overwhelmed with juggling a variety of tasks (service calls, emails, social media, live chat, and administrative tasks) and help them manage their workload by focusing on their strong points

#3: Empower Agents to Solve Tough Problems

Too often, talented agents who not only meet the expectations set for them, but also go above and beyond every day, end up hitting a plateau and looking for their next challenge. These same agents make excellent candidates for empowerment. They benefit from additional responsibilities and the ability to provide exceptional service gives them great satisfaction. They aspire to influence others and eventually become great leaders by example. When organizations empower agents like these, difficult customer issues can be resolved on the spot and amazing results can be achieved.

Certainly, being empowered is a privilege that should be earned and should not be given lightly to new officers. That said, when the right agents are empowered, it can have powerful effects, both for the customer who enjoys an improved experience and for the agent who has an improved employee experience, achieving a greater sense of satisfaction at the work when he can help a client. in a way that they themselves would like to be helped if they were customers.

How do you know where to start? Often, organizations have empowerment budgets allocated to individual agents or the team as a whole on a weekly or monthly basis. Another trend gaining popularity is offering agents a menu of empowerment options to choose from, ranging from sending flowers directly to a customer who has suffered bereavement or illness or choosing to cover expenses. from a customer who had a bad experience. Yet another underutilized strategy? Using customer experience data to design ways to hold agents accountable.

Spend time with your customer experience data and analytics and you can:

» Discover the topics that cause dissatisfaction

» Create alerts on these topics to be notified of customer experience issues

» Create recommended next best actions that agents can take on their own, without having to get approval from a supervisor

» Create a process to close the loop, assigning authorized agents to contact customers proactively

#4: Generate great training and performance ideas for contact center agents directly from the team

Another technology that complements the processes discussed here is having an idea management platform where empowered agents can share change management recommendations.

Contact center agents themselves know how they can do their best, and using a crowdsourcing platform where they can share their ideas gives them the voice to do so, which can pay huge dividends. to the company and make agents feel that their contributions are valued.

Preparing contact center agents to handle increasing workloads

Contact center agents are taking over more than ever, but that doesn’t mean you can’t equip every agent with the skills and tools they need to stay productive. Dive into your contact center data and also leverage your agents’ strengths to get the most out of their work. You’ll create an environment that fosters a solution-focused mindset, even through the toughest challenges.

Authors biography

For over a decade, Rachel has worked on large-scale omnichannel CX programs at major banks, telcos, and financial services.

Now specializing in the contact center space, she advises on the best approach to harnessing customer and agent engagement to drive efficiency, maximize sales opportunities, and manage agent development and attrition. with a flexible workforce.

Medallia is the pioneer and market leader in customer, employee, citizen and patient experience. As the #1 enterprise experience platform, Medallia Experience Cloud is the experience record system that makes all other apps aware of customers and employees. The platform captures billions of experience signals across interactions, including all voice, video, digital, IoT, social media, and enterprise messaging tools. Medallia uses proprietary artificial intelligence and machine learning technology to automatically reveal predictive insights that drive powerful business actions and results. Medallia customers reduce churn, turn detractors into promoters and buyers, create in-the-moment cross-sell and up-sell opportunities, and drive revenue-impacting business decisions delivering clear ROIs and powerful.

For more information about Medallia, see their company profile