FEATURE
MANAGING AGENT QUALITY ISSUES
HOW AGENTS CAN PROVIDE EXCELLENT CX IN THESE ANXIOUS TIMES .
BY BRENDAN READ , CONTACT CENTER PIPELINE ; Q & A WITH EXPERT PANEL
ILLUSTRATION PROVIDED BY ADOBE IMAGES
The November 2024 Feature article , “ Ensuring Quality in Anxious Times ”, focuses on the quality assurance and quality management ( QA / QM ) challenges facing - but also opportunities available - to contact centers , such as those provided by artificial intelligence ( AI ) -driven applications .
This Feature article deeper-dives into the people issues and explores solutions , both human and automated , to ensure quality customer experiences ( CXs ) through the agents .
We ’ ve brought back our expert panel to answer these additional questions .
DAVE HOEKSTRA , Product Evangelist , Calabrio MANISHA POWAR , Head of Product , Qualtrics Customer Experience Suite DAVE SINGER , Global Vice President , GTM Strategy , Verint ELIZABETH TOBEY , Head of Marketing , AI & Digital , NICE
CONTACT CENTERS CONTINUE TO FACE HIGH AGENT TURNOVER . IS THIS FACTOR IMPACTING QUALITY AND IF SO , HOW ?
DAVE HOEKSTRA ( DH )
Yes , the impact is high to quality . New agents just don ’ t have the same ability to manage through complex scenarios with quality . Add to that the fact that easy inquiries are few and far between and you get a recipe for disaster .
The secret ? Hang on to your agents by giving them plenty of coaching , development , and work / life balance .
6 CONTACT CENTER PIPELINE