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Advanced protection against malware, viruses, phishing, and hackers
July 8, 2024
In the world of contact centers, maintaining consistent and effective feedback is key to fostering a culture of growth and continuous improvement. It is also imperative to delivering top notch customer experiences. Recent polls report 74% of consumers are at least somewhat likely to buy based on experiences alone. In most industries, the customer experience is a key competitive differentiator. However, supervisors often face challenges with time-consuming tasks and inconsistent feedback methods. How does your business maintain superior customer experience, while not spending all of management’s time reviewing call logs and emails?
Despite the importance of feedback, contact center supervisors face several challenges in providing it consistently and effectively. Supervisors often spend a significant amount of time manually selecting interactions for evaluation, resulting in inefficient use of time. Studies have found the average supervisor spends at least 20 hours per week coaching lower-performing agents. Randomly selected conversations can hinder the ability to provide targeted feedback and coaching to agents. This lack of context can be misleading to both managers and employees, affecting overall team performance.
Providing regular and meaningful feedback is a cornerstone of effective contact center management. Employees consistently express a strong desire for feedback, and recent studies show that an overwhelming 94% of employees seek daily feedback and opportunities for development to excel in their roles. Here’s how feedback positively impacts your contact center:
AI-powered evaluation tools like UNIVERGE BLUE ENGAGE Agent Evaluator are transforming the industry, enabling supervisors to streamline their processes and enhance productivity. Here are a few examples of how ENGAGE can help your contact center supervisors:
Embracing AI-powered evaluation tools like UNIVERGE BLUE Agent Evaluator bridges the gap in performance monitoring and feedback, unlocking the full potential of your contact center team. By optimizing agent performance and delivering targeted coaching, supervisors can drive exceptional customer experiences and boost overall business success.
To learn more about UNIVERGE BLUE Agent Evaluator, schedule a demo with one of our experts and see how truly empowering it can be for your business.
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