Call centre technology is evolving rapidly. With each advancement, emerging strategies promise to push quality management to the next level—delivering new value to the call centre and across the entire enterprise.
Here are five trends that are changing the way QM is delivered—and revealing new ways organisations can capitalise to create better outcomes for their customers and for the business.
Automation makes the contact centre and quality program more efficient by using technology to collect, analyse and provide insight into customer interactions. It follows an “if this, then that” approach, using processes to help evaluators identify, focus and act on the interactions that matter most.
Customers want to communicate with brands in their preferred channels—and sometimes across multiple channels—over the course of one problem resolution. While calls remain the most common way that customers contact companies, more are turning to other channels for these interactions. This means that brands must be ready and available with a multichannel strategy.
There is simply too much valuable customer information to be captured, processed and turned into knowledge for any company to remain competitive without modern analytics tools. That’s why modern QM is moving away from manual, transactional QM to automated, predictive, analytics-fueled QM.
Outcomes-based quality management looks beyond measuring a single engagement and its efficiency and instead takes into account the long-term customer experience outcome. It looks beyond agent performance and behaviors and focuses more holistically on the outcomes or goals of the business.
Enterprise Quality Management (EQM) extends QM beyond the contact centre by connecting it to the goals of the business. For example, if providing excellent customer experience is a key goal or mission for your organisation, everyone involved from hiring, training, supporting, processing, and delivering must understand why it matters and embrace the opportunity.
Enterprise Quality Management creates a comprehensive program that focuses on both performance management & process improvement. Learn more about how you can use EQM in your contact centre.