If you want to create a successful contact center that increases agent retention and customer satisfaction, and yields profits, you need effective quality monitoring. The key is implementing tools that help you consistently review your performance over time and then make adjustments as needed. Then, your contact center can become a differentiator for your brand.
Unfortunately, 86% of agents feel that they don’t have the resources or authority to deal with customers effectively. They are missing quality monitoring tools that can close the gap between service, sales, marketing, training, and reporting.
7 Most Important Quality Monitoring Tools for the Contact Center
The good news is that there are hundreds of contact center QA tools available. Unfortunately, not all tools are created equal, but there are a few that are vital to taking your performance to the next level.
Effective quality monitoring starts with scorecards. It’s how you measure and manage agent performance across platforms. Whether you’re evaluating phone calls, emails, chat, social media, or handling complaints, self-scorecards allow you to evaluate every interaction.
Using a mix of standard numeric, blind scoring, non-numeric, and holistic scorecards, you can get to the root cause of any issue and carry out a detailed analysis that actually impacts performance. It’s a powerful quality monitoring tool designed to help you:
- Spot trends and exceptions
- Manage, coach, and improve agents
- Dig deep into contact center processes
- Identify training and knowledge gaps
- Highlight top performers
- Engage and empower agents to take charge
2. Text Analytics
In addition to self-scoring, your contact center needs a way to review 100% of text interactions automatically. Text analytics uses AI and machine learning to review every customer query and unstructured data found in text, tweets, posts, support tickets, and emails. It’s all about providing you with actionable insight into why your customers are contacting you, what issues they are experiencing, and how you can help.
When you implement text analytics as one of your quality monitoring tools, you open up the opportunity to dig deeper into customer issues, and you can uncover:
- The most common topics and issues raised by your customers so you can develop more effective FAQs for your knowledge base.
- The volume trend of topics and spikes in contact drivers so you can develop a training plan to match the needs of your customers.
- What topics and tickets each agent answers the most, how long it takes, and if the issues were resolved to identify agent knowledge gaps.
- Where customer satisfaction and agent performance line up so you can highlight and reward star-performing agents.
- Time-consuming issues so you can do what’s needed to provide better support.
3. Speech Analytics
Speech analytics is a powerful quality monitoring tool that combines speech recognition software with pattern spotting and text analysis to better understand customer interactions. Using a custom set of rules, the tool reviews and records every customer conversation automatically. From there, speech analytics interprets the text to highlight performance issues and procedure accuracy.
This contact center quality monitoring solution is particularly effective for conducting in-depth searches of conversations to detect trends such as:
- hold times,
- silent patches,
- agents talking over customers,
- and basic emotions.
With speech analytics, you can map and analyze every phone call and then evaluate, train, coach, and apply root cause analysis.
4. Customer Sentiment Analysis Surveys
While using quality monitoring tools that help you look inward is important, it is also essential to look outward and get feedback directly from your customers. Sending a “moment of truth” survey after each customer interaction is a great way to analyze customer sentiment by directly linking agent performance and customer satisfaction.
When combined with self-scorecards, these surveys help agents compare how they personally felt they performed against customer comments. This provides a better understanding of what works and what doesn’t. And by gathering and sharing customer feedback, you can ensure that agent performance always lines up with customer needs.
5. Learning Management System
The benefit of analyzing what is happening in your contact center is that you can implement the lessons learned. A learning management system (LMS) helps you streamline customer service training by matching up knowledge gaps with learning and development.
This tool helps you provide training anywhere and at any time with an all-in-one solution. You can:
- Manage courses without technical expertise
- Test agent knowledge through exams and surveys
- Create learning paths for self-driven development
- Gain insight into learning through actionable reports
It’s all about automating and scaling your learning and development program to fit your needs and workflows.
6. Omnichannel Support
Omnichannel support is a critical element of your quality monitoring tools. After all, the future of customer service looks diverse:
- Voice interactions are expected to drop from 64% to 47%
- Chat and messaging interactions are expected to rise to 16%
- And video chat is expected to increase to as much as 8%.
Quality monitoring tools that are multi-channel, will work to provide your contact center with the help and insight it needs to drive results. You need QA that works across all channels for a more well-rounded view of your entire contact center and agent performance across the board.
7. Cloud-Based Software
Since before the pandemic, contact centers have been becoming more cloud based and working remotely has become commonplace. According to the 2020 Global Contact Center Survey, 62% of contact centers plan to implement cloud technology in the next 18 months.
This new normal means that you need quality monitoring tools that work anywhere and at any time for increased flexibility. By hosting quality monitoring tools in the cloud, your business is not limited by geographical borders. You can offer your agents the same functionality as in an office setting, with the work/life balance of remote work. It’s a win-win for your entire contact center.
The Future of Quality Monitoring Tools
The contact center is designed to provide exceptional customer experiences and increase profitability. But it’s only by using all of these quality monitoring tools together within your call center that you’ll drive positive results in agent retention, customer satisfaction, and C-suite reporting.
From self-scoring to text analytics, speech analytics, customer surveys, learning and development, omnichannel support, and cloud-based software, there are many ways to improve how your contact center performs. The key is to implement the right quality monitoring tools to meet your needs and match the latest trends.