In my home, we all drink a shot of vodka each time a journalist or family member uses the term "new normal" in conversation.  I'm so tired of this phrase.  We are all adjusting our routines - some more drastic than others.  But if you have been working in the contact center industry longer than 5 minutes, then you know monitoring agents is nothing "new" and quite "normal" indeed.  Quality and productivity demands are the same as before we learned the word Coronavirus.  Now our industry desperately needs a way to predict what the next challenge will be.  Predicting the challenges of engaging work-from-home (WFH) employees and seeing these struggles sooner is our "new normal".   Now isn't the time to tweak your monitoring form or add a new script; now is the time to lean on technology to uncover pain, learn from it and fix it -- FAST!

And even as I write this blog, we long for good news.  Please!  Some good news!

Good News #1:  Business As Usual.  Kind of.

The good news is that many of you were able to seamlessly move home and continue to record your agents voice and screens.  If you haven't, ask for help.  Today's advanced workforce engagement management solutions are cloud-ready, WFH-approved and should support the trip from the contact center to the home office.  Keep up the good work and don't let your quality and training goals slip away.  If you feel it slipping away, again, ask for help.  Hit that Contact button above and don't be afraid ask our coaching experts who have all lead WFH programs in the past.

Good News #2:  Technology Used for Compliance Might Save the Day

If your contact center is taking credit cards, you might already have desktop analytics tools at-the-ready.  These tools trigger start and stop call recording functions that keep you from recording credit card numbers and other personally identifiable information (PII).  Remember that could be Social Security numbers, driver’s license numbers, bank account numbers or diagnosis codes or even passport numbers.  For most of you who take credit cards, PCI Compliance paved the way for the investment in desktop analytics and now you have the opportunity to use the same technology for additional monitoring.

The same tool already installed can often track your agent's application activity (what applications they use and how often), idle time (when they aren't using their desktop), and even the time spent "focused" and not on non-productive tools and websites.

Good News #3:  People Can Change

Improving employee productivity and engagement is not a simple task. People are naturally averse to change, old habits are hard to break, and without real data to prove the need or benefit of the change, little will happen. That is why we suggest you start by focusing on one performance measure - % of time spent in production.  By bringing attention to and improving this one metric, organizations typically realize a 5 to 10% improvement in employee productivity.

Good News #4: Your Supervisors and Coaches Can Handle It

With the introduction of any new reporting tools, managers need to be trained on how to use the new data to coach employees to help them achieve their goals. Just slapping your employees on the hand or giving managers data without enough explanation of the whys and benefits can create angst and distrust among the staff.  Productivity while working from home can be a blind spot for a contact center supervisor, but you can create additional value by sharing this data with your employees.

Good News #5:  It's Easy to Try It

If you are using desktop analytics tools today to trigger events, it’s easy to start with a single team.  Start by picking 20 employees on 1-2 teams.  Let one of our business consultants collect data for those 20 employees for 2 weeks.  In the end, that same business consultant will provide a ready-back presentation that will help you uncover trends and learn how to spot a struggling employee.

But just as the old saying goes, "Do you want the good news or bad news first?"

The bad news is that bad habits die hard in the WFH world.  Your WFH employees have already started some bad habits -- you just don't know them yet.

Trust someone from Group Elite to perform a quick assessment and find the bad habits in your "new normal".

Damn.  Someone get the vodka.

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Matthew Storm

Matthew Storm

Matthew Storm is the VP of Marketing and has been evangelizing and promoting customer experience solutions for over 20 years. Previously he lead marketing programs for contact center technology providers such as Jacada, NICE Systems, OpenText and QPC in the Americas, Europe and Middle East. Before working on the vendor side, Matthew got his start in the contact center industry back in the 1990s while working for Dell Computer and various startups where he implemented solutions for workforce management, recording, analytics, predictive dialers and CRM. Matthew is a graduate of Oklahoma State University and has an MBA from St. Edward’s University. He and his wife Karla live in Dallas, Texas and is very proud of his Park Ranger daughter.