Ensure Your Remote Agents Have the Right Conversations

Sarah Schwitters | December 19, 2016

The ultimate goal of any call center is to deliver a positive customer experience. There are several components that lead to success. However, one important factor that the customer’s experience is highly dependent on is the actual conversation they have with the call center agent. Due to the importance of the conversation, it becomes critical that agents are equipped with the training and tools they need to deliver an exceptional customer experience, every time.

In fact, in the early part of 2016 a Forbes article by Shep Hyken detailed 16 Customer Service trends that were expected to dominate 2016.  Now as 2016 is drawing to a close, it is safe to say trends that were expected to dominate have proven to do so.

workforce-optimizationTop Contact Center Trends

  • Omnichannel will become more ‘omni’
  • Mobile will rule
  • Self-Help is a powerful solution
  • Social media customer service is here to stay
  • Customers want and expect to be appreciated


How well the contact center adapts to these trends will determine their ability to deliver a seamless and positive customer experience. As time progresses, customers’ expectations evolve as well. Having access to customer service through a variety of devices and channels provides timely and convenient help to the customer. In other words, when a customer begins a conversation via web chat and then finishes the conversation via e-mail, they expect to be able to “pick up where they left off” and not have to repeat any information from the initial conversation. This is the essence of omnichannel; providing the customer with an integrated experience that is seamless across multiple channels on a variety of devices. The concept of providing omnichannel customer service is now fundamental to providing an outstanding customer experience.

The Spoken Workforce Quality solution offers seamless, end-to-end conversation tracking between voice, chat, e-mail and social channels by way of the following automated services.

Must-have Contact Center Tools

These tools enable the contact center manager to oversee remote agent performance with ease and clarity. As agent performance improves, so then do the conversations between the agent and the customer.

Quality Monitoring

ClearMetrix enables contact center managers to evaluate and coach agents based on quality goals with customized evaluation forms and 24/7 analysis

Conversation Recording

Enhance quality assurance with 100% end-to-end dual-channel call recording.

Agent Quality Tools

Monitor and support remote agents with the ability to listen in on live calls. Track every screen and keystroke for supervisor playback and analysis to map out optimal interaction paths.

Workforce Management

Maintain a productive workforce by assigning the right employees to the right job at the right time in order to meet demand.

Training Your Remote Agents

The above mentioned tools provide the framework for managers to develop the focus of their agent training. Over the course of time, contact centers have moved away from looking strictly at statistics and have begun to place equal importance on metrics. To understand how this impacts training, here is a quick definition of the two terms.

Statistics: Statistics tell the story of the contact center by offering information on such things as Average Handle Time (AHT), service level or percent of calls answered within a certain amount of time, and the average speed of the answer time.

Metrics: Metrics tell the story of what the customer thinks of the call center and its agents. Metrics would look at how quickly the customer’s issue has been resolved and their level of satisfaction.

Avoid focusing too much on statistics and spend more time focused on what is important to the customer. This is the balance between statistics and metrics. By measuring both, managers can get a much better picture of how the agent is performing as well as the contact center as a whole.  What are some means for measuring both?  Here are some tips:

  • Measure AHT and quality together.
  • Train agents to ensure that customers are being handled properly while instilling efficiency as well.
  • Focus on what is important to the customer.
  • Monitor the number of call-backs to ensure agents get it right the first time
  • Empower agents with knowledge

Contact centers can ensure that right conversations will happen as they employ the proper tools that will enable them to adapt to the current customer service trends and provide the training needed for contact center agents to engage with the customer.

For more information on how your contact center can improve your agent to customer conversations, contact Spoken.  When agents have the right conversations with customers, customer satisfaction improves and when customers are satisfied, everyone wins.

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