Ideas to Put Quality Management at the Heart of Your Contact Center

Ideas to Put Quality Management at the Heart of Your Contact Center

16 . October . 2020

Your quality management (QM) program is probably well-established, with guidelines and definitions, rules, and ratings. But does it have a heart, one that contributes meaning and spark to how we think about customer interactions?

Here are some ideas to make sure the heart of your quality management program is healthy and pulsing with life:

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Tips On How To Lead, Coach, and Train Your Remote Team

Tips On How To Lead, Coach, and Train Your Remote Team

2 . October . 2020

Over the past few months, organizations have had to figure out how to adapt to a remote work environment. Managers were faced with unique barriers to how things were usually done.

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Customer Relationship Management (CRM) and HR

Customer Relationship Management (CRM) and HR

21 . July . 2020

Human Resources are those constituents of an organization that take care of the human facets and needs of all employees within that organization. Key functions of HR in an organization are-

• Employee recruitment and selection.
• Compensation calculation and reward program management.
• In-house training for all employees according to skill sets.
• Performance calculation and managing employee behavior.
• Portfolio management and area location management.
• Transformation and change management.
• Structuring hierarchy of employees.
• Employee relationship management.
• Hiring Campaign management.

Employees are the significant assets and the primary promoters of profitable business for an organization. Hence, apart from managing clients and customers for business purpose, it’s a decisive responsibility of an organization to manage and fulfill all needs of its own employees. It would be improper to say that a CRM system is only used to manage clients and customer; most of the HR heads or managers are using CRM technologies for managing company’s human capital. This approach is called as Employee Resource Management (ERM). An ERM is a business process that fills gaps between an organizations and its employee to create a strong emotional and professional bonding among them.

A well-integrated ERM provides a committed information base system for all Human resources. This is termed as Human Resource Information System (HRIS) in most of the renowned organizations which provides a better interface for HRs to deal with internal employees and screens all problems associated with relationship among organization and employee. Some of its features are listed below-

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Agent Productivity Starts With Technology

Agent Productivity Starts With Technology

6 . July . 2020

Many companies want to increase contact center agent productivity. Most contact center agents actually want to be productive, too, but are often hamstrung by the tools available to them.

Here are five areas where improved technology could result in a boost to agent productivity:

Quality Management and Speech Analytics

For the contact center running their quality program in spreadsheets, Google forms, or a tool that’s not integrated with their contact center platform, upgrading to an integrated quality management platform provides huge productivity gains for both agents and supervisors.

Helping supervisors evaluate interactions and coach more efficiently means they can evaluate more interactions, giving agents more frequent feedback on how they can be more productive. These platforms can help with the following:

• Select the right interactions. With integrated speech analytics, supervisors can quickly identify the right interactions to review. Often supervisors spend more time searching for interactions than evaluating them.

• Evaluate interactions in a single window. Integrated with the contact center platform, supervisors can evaluate interactions in the same window where they’re reviewing the interaction. The less toggling they do between windows the better.

• Deliver instant feedback to agents. With robust levels of permission, agents receive timely, specific feedback about their performance directly in the system.

CTI Integration with CRM

Have you ever contacted customer service and entered your account number or other personal information into the IVR, only to be asked for that same information again by a live agent?

Computer telephony integration (CTI) or CRM integration automatically presents the customer record to the agent upon being connected. Typically this means the agent has complete visibility into the customer account, making it easy to access important information like order or shipping status, and a history of previous conversations with customer service. This integration can shave seconds or even minutes off customer interactions and free agents up to connect with customers and solve problems, a part of their job they enjoy.

Agent and Customer Self-service

No customer likes being placed on hold for an unspecified amount of time. And they certainly don’t appreciate the additional delay caused when a case has to be escalated. This is symptomatic of agents not knowing the answer, not being empowered to answer, not knowing where to find the answer, or some combination of the three. Agents dislike these delays and want nothing more than to resolve the customer’s issue in a timely fashion.

Here’s how technology can help:

• Connect agents with the right expert. Often the collaboration tools used within a business are not connected to the applications in a contact center, making it almost impossible for agents to reach out to SMEs throughout the organization. A way to combat the issue is to ensure your agents have access to a complete directory of employees within the entire business to readily engage for expertise and answers to those complex customer issues.

• Use AI to serve up intelligent suggestions. When natural language processing and machine learning are connected to these knowledge resources, agents are automatically presented with the most accurate answers faster. Imagine an assistant sitting alongside a contact center agent, listening to the conversation and suggesting intelligent direction to make sure the information provided to the customer is correct and timely.

Agent Interface

In many contact centers, agents are required to navigate several complex desktop applications to support a single customer. Factor in agents who interact with customers across multiple channels and you can quickly realize just how frustrating and mangled the work of the agent becomes.

Clearly there’s a huge opportunity to unify the agent desktop, bringing all channels into one interface and seamlessly integrating with other applications. Your agents should delight in their experience as the technology offers simplicity, support, and a truly cohesive environment in order to effectively and productively service your customers.

About ZRG

Since 1994, ZRG has been offering innovative and flexible solutions for multi-channel Contact Center, CTI, IVR, Call Recording, Complaint Desk, Ordering and Workflow Management needs. We have successfully delivered Enterprise level projects to prestigious organizations in the banking and financial services, telecoms, insurance, courier, pharmaceutical and energy service industries in the national and international market. To discover how you can enhance customer satisfaction and improve team productivity in your organization, contact ZRG solutions team today.

Land Line Voice: +9221 3431 3222
WhatsApp Text: +92314 200 8000
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How To Make Work From Home A Success At Your Call Center

How To Make Work From Home A Success At Your Call Center

16 . June . 2020

More and more businesses have mandated that their employees work from home (WFH) in the ongoing effort to minimize the effects of the coronavirus outbreak.

The concept of Work From Home is increasingly being adopted by businesses around the world.

Among many benefits of using WFH, one is that it allows a business to continue processing work when office building becomes inaccessible for the staff.

The call centre industry is one of the industries that are known to account for the mass employment of fresh graduates from the universities or polytechnics. Irrespective of the course you have studied, you can easily fit into the call centre setting if you are determined and hard working. The fact that the job description varies makes it difficult to restrict the recruitment of a call centre agent to a particular field of study.

If you need to have your designated staff work from home in the most effective way, ZRG team is here to help with our experience, knowledge and solutions.

We have gathered and put together useful tips that can be used for working remotely, possibly for an extended period of time during a DR condition or due to change in business strategy.

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