Contact Center leaders focused on flexible QA, balancing service and revenue, agent growth, staffing solutions, and AI-driven efficiency
Feb 3, 2025
During a HSMAI Contact Center SIG session, industry leaders from organizations like Hershey Entertainment, Accor, and IHG discussed strategies for optimizing contact center operations. Key topics included:
- Flexible QA practices: Moving from rigid checklists to holistic, interaction-driven evaluations that focus on listening, simplicity, and advocacy.
- Balancing revenue & quality: Integrating quality service metrics with revenue incentives to ensure top agents deliver on both sales and non-sales calls.
- Agent growth & engagement: Implementing career development hubs, cross-training programs, and standardized coaching to promote continuous professional development.
- Staffing optimization: Addressing shift coverage challenges with part-time agents, shift differentials, and flexible floaters to maintain operational efficiency.
- Tech-driven compliance: Leveraging AI and tech solutions to streamline processes, ensure PCI compliance, and improve customer experience.
Get the full story at HSMAI
