The term “digital transformation” has grown increasingly commonplace in recent years. The evolution of new technologies and tools has pushed everyone into a new era, and an “adapt or die” mindset.
In the contact center, this evolutionary age has prompted a number of rapid changes. Companies everywhere are investing in new omnichannel strategies to connect with clients across a range of platforms. Brands are investing in artificial intelligence and automation to unlock the potential of self-service and reduce waiting times. Thanks to the cloud, contact center employees are even becoming more distributed, working from a range of different environments outside of the office.
While the acceleration of digital transformation can deliver benefits to organizations, however, it also comes with its own unique set of challenges. Today, it’s harder than ever for companies to ensure they’re delivering a consistent level of experience across every channel and customer journey.
With consistency emerging as one of the core aspects of customer satisfaction, brands need a way to ensure they’re empowering their agents to thrive in a new landscape.
Preparing Contact Centers for a New Age of Service
Successful digital transformation products rely not just on the implementation of the right technology, but also on a comprehensive strategy to ensure teams can effectively leverage the right tools. Unfortunately, while many companies are investing in ever-more–complex tools, and customer demands are evolving, agent coaching and training isn’t keeping pace.
To effectively support customers in the new age of customer service, agents need to be able to use omnichannel contact centers effectively, track their performance, and leverage feedback from supervisors for continued growth. Coaching is one of the best ways for organizations to ensure they empower and engage their workers, and achieve consistent levels of customer satisfaction.
However, the right training and development strategies can vary depending on the business. Companies first need to establish where their pain points and frictions lie, so they can deliver the right support. Quality Management tools, offering an insight into crucial metrics about average handling times, customer satisfaction scores, and first-time resolution rates could be the answer.
These tools allow businesses to effectively pinpoint the areas where their teams are struggling in a digital transformation project, so they can provide the right feedback.
The Power of Quality Management in Digital Transformation
Quality Management technology, designed to rapidly collect valuable information about the performance of the contact center team, can make a huge difference to training initiatives. It enhances ongoing coaching strategies with behind-the-scenes insights into the customer journey, the frictions in the service journey, and the issues agents commonly face.
Investing in quality management and coaching strategies together is how companies ensure agents can deliver exceptional experiences to consumers across every channel. It allows business leaders to set expectations for team members, and assist them in building the skills they need to thrive. Coaching and quality management strategies can even improve employee engagement, by keeping teams focused on both their professional goals, and the targets of the business.
The right technologies help to transform the customer service environment, by providing clear visibility into the threats and opportunities facing a business during digital transformation. With a quality management platform, agents and supervisors can keep track of their KPIs and metrics on a consistent basis, making it easier to progress towards their goals.
Some effective solutions also allow organizations to provide agents with feedback and guidance when they need it most. Real-time reports and analytics mean business leaders can pinpoint specific problems with agent performance and customer experience, and deliver insights on how to improve outcomes in the moment.
Perhaps most importantly, coaching strategies driven by Quality Management solutions and insights ensure businesses can consistently focus on generating positive ROI from their digital transformation campaigns. They can ensure teams are constantly adapting effectively to the changing needs of consumers, and delivering excellence across every channel.
“Digital transformation has brought about a wealth of opportunities and disruption to the contact center. It’s our job to help our customers manage and capitalise on this, harnessing technology to provide more enhanced employee experiences and seamless customer experiences. Those who bury their head in the sand risk losing out to competitors who are adopting more sophisticated systems to keep up with the pace of change and customer expectations.” – Garth Hinkel, Chief Product Officer, Evaluagent
Choosing the Right Quality Management Solution
As the demand for solutions to help enhance digital transformation initiatives, improve coaching, and empower employees has grown, the number of tools in the market has increased. Today, many CCaaS (Contact Center as a Service) platforms even come with their own basic quality assurance tools built in. These solutions can provide basic metrics and reports to companies based on interactions taking place within the contact center, and reduce the need for third-party technologies.
However, while in-built CCaaS solutions can offer basic support, they often lack the comprehensive advantages offered by more specialist tools. Companies committed to competing in the area of customer service may benefit from choosing a dedicated quality management solution.
Intelligent coaching and quality management platforms, such as the solution offered by Evaluagent, help companies to get the most out of their transformation initiative through:
- Comprehensive coverage: The right platforms can collect and curate data from every interaction, from phone conversations to message-based discussions, for more complete visibility into the customer service, without the need for complex data analysis.
- Automation and intelligence: With automation built into the quality management landscape, companies can rapidly provide agents with the insights they need to improve their performance, and create reports capable of driving business decisions. Automation solutions even make it easier to track important issues with compliance.
- Unique insights: Dedicated quality management tools allow businesses to pinpoint the exact metrics and key performance indicators most important to their teams. This ensures they can track employee performance based on the expectations of the business, maintain consistency throughout the workforce, and drive genuine value.
- Enhanced coaching solutions: With a quality management and coaching solution combined into one ecosystem, businesses can more easily translate useful business insights into development opportunities for teams. Companies can even implement their own LMS systems into certain platforms to help minimize knowledge gaps.
A dedicated quality management and coaching platform allows business leaders to keep pushing their teams forward in the right direction, sidestepping the challenges of digital transformation, and preserving high levels of customer satisfaction.
