5 Ways to Humanize Your Quality Management Program
June 9, 2021
Businesses are investing more and more in employees so that they have the training and coaching they need to handle changing customer needs. And those investments should start with transparent, objective, and holistic Quality Management (QM). Modernized QM solutions give employees the tools they need to become better, more efficient leaders in the contact center and drive positive changes in ever-shifting customer experiences.
Humanizing QM Generates Business Value from Within the Organization
Modernized QM solutions remove the search and subjectivity of old-school QM processes, empowering managers to coach more and hunt less. The effect is a more humanized QM process that holistically evaluates all agents efficiently and transparently. Humanized QM solutions should not only automate parts of the process, but improve the process so that it addresses the myriad needs of the 21st century in these five ways:
Empathy: Modernized QM solutions can ensure that empathy, if used as an attribute in evaluation forms, is scored fairly and remediated when needed. Empathy is particularly tied to higher CSAT and NPS in the contact center, unveiling a high-value KPI that directly impacts businesses.
Transparency: Agents can be confident that they are meeting standards set by your business when they know exactly against which metrics or attributes they are being evaluated. Modernized QM solutions – like Clarabridge’s Intelligent Scoring – transparently score agents based on behaviors included in evaluation forms and scorecards, including each behavior’s importance to an overall score.
Abundance: Agents feel “seen” when their performance scores – and sometimes commission – are not dependent on the luck of the draw. Agent performance should be measured consistently across every single interaction to get a true understanding of agent performance over their tenure with a business.
Collaboration: Advanced QM solutions include integrated workflows for key activities like coaching and rebuttals which allow agents to challenge a score or evaluation, have that challenge automatically routed for review, and track what happens with their feedback. Allow agents to self-service their own performance data and work with their managers asynchronously.
Empowerment: Eliminating uncertainty makes people feel empowered. Agents and sales representatives that have access to their calls, their scores, and know the expectations of leadership truly understand to which standards they are being held. Reps and agents that are certain about their performance and have access to their own data can then self-coach in an increasingly virtual world.
Fulfilled Agents are Effective Agents
While we can endlessly coach agents on how to meet customers’ changing needs, we can’t expect agents to genuinely practice what we teach if they don’t feel fulfilled themselves. We can’t be the best parent to our children or friend to our partners when we don’t feel the best; how can agents support customers when they don’t feel fulfilled in their work? Unfulfilled agents are agents that aren’t empowered to address customer’s needs with sincerity, patience and grace. A humanistic approach to QM lets businesses enact effective, proactive coaching and collaborate better between teams, all while giving agents the tools they need to feel fulfilled in the work they do.
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About the Author:
Shorit Ghosh is the Vice President of North America Services at Clarabridge. Shorit manages a team of consulting managers, business consultants and technical architects to help his customers improve their own customer experience, increase revenue, and reduce cost and churn.