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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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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Super Effective Ways To Inspire Your Team

Super Effective Ways To Inspire Your Team

1 . November . 2019

Teams are the way that most companies get important work done. When you combine the energy, knowledge, and skills of a motivated group of people, then you and your team can accomplish anything you set your minds to.

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Learn To Align New Technology With Business Needs

Learn To Align New Technology With Business Needs

1 . January . 2020

The contact center industry is saturated with new technology companies that promise to be the next big thing., but technological adoption for the sake of adoption should be viewed with some healthy skepticism.

The contact center industry is rife with technological horror stories which involve picking the wrong technology, disastrous implementations, and poor alignment with business needs.

Define Processes First

Don't fall prey to the flash and dazzle of new technology! If you select a new technology platform without fully understanding how it will affect your business processes, you will be in for a massive headache.

A thorough assessment of your current state business needs and future state vision will help you define and fine-tune your customer processes, which will help you select a technology platform that best supports your needs.

Buy for Needs Not Wants

When considering features and functionality, automate when possible and think in terms of real must-haves versus unnecessary bells and whistles. Evaluate your core reasons for wanting new technology. For example, do you need to do a better job offering omnichannel support? Do you need to do a better job gathering customer feedback?.

Adding more technology to areas that you don't really need to add can make your processes too complicated, which contributes to inefficiency and can create an unnecessary drain on your budget.

Take a Peek at the Competition

Do a Competitor Analysis to find out what your most successful competitors are implementing for their processes and technology? While this in itself shouldn't be your only criteria for evaluation, it certainly helps to understand what your competitors are doing right and what they may need to improve. Looking at their customer feedback can give you information about this.

Involve the Necessary Parties

Always involve key stakeholders in your selection process. Aside from leadership, include the contact center agents and other end-users so you can identify loopholes and potential areas that need to be addressed before signing the dotted line.

Know Who You Are Serving

Involve customer preferences and audience insight when choosing the right technology for your business. For instance, Chatbots are not seen to be very appealing to an older audience, but younger audiences tend to adopt such new technologies quickly.

Best Practices for Implementation

It's a good idea to have an implementation plan in place to ensure that the integration of your technology is a smooth and seamless experience.

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Difficult Customers-Make a Change with Five Helpful Strategies

Difficult Customers-Make a Change with Five Helpful Strategies

1 . February . 2019

Everyone comes across difficult people in every aspect of life—our jobs, friendships, and yes, sometimes even our family. We can’t avoid it, but we can do something about it. It takes work, but it is definitely worth the effort.

Here are five ways to approach these situations:

1- Avoid Labeling or Judging People
If you think you are dealing with a difficult person, you are setting up the conversation to be difficult. Unconsciously, you may put people in categories and then expect them to behave the same way every time. Resist that temptation to label or judge, even if their behavior.

2- Step Back Before You Respond
Your natural response may be a quick or critical comeback, but stop yourself! That comeback may, in fact, come back to haunt you and cause the conversation to go spiraling downward. Trust that the other person does not mean to be difficult. Take time to compose yourself before responding.

3- Stop Wishing They were Different
How many times have you thought, “If only she would be more responsive or positive or reliable, or whatever differences you wish to see in this difficult person? Well, you’ve probably realized by now that wishing doesn’t work. The best way to see a change in difficult people is to change your own thinking and behavior..

4- Use a Learning Mindset Approach
Approach each interaction with an open mind—avoid making decisions or predictions before you start. Really listen to what the other person has to say and remain open to their viewpoint. When people feel your support, they will be more willing to work with you.

5- Don’t be a Difficult Person Yourself!
It’s really easy to identify when someone else is being difficult. But, how many times do you look in the mirror and acknowledge that you are the one being difficult? Take responsibility for your actions without turning to your “dark side” so that you don’t become the difficult person that others avoid.

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