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Contact center management gains insight with talent management

Talent management software can help contact centers make more technology-driven decisions to better judge recruiting and agent retention practices.

Staffing is the lifeblood of most companies. That mantra is no less true in contact centers, whose employees are...

at the forefront of customer service.

Hiring, managing and retaining the right people to staff a contact center is at the core of a successful customer experience, and that often starts with good contact center management. And just as other areas of customer service in the contact center have become more technology-driven and even process-based, so too has talent management. In turn, talent management software is designed to help organizations manage the employee lifecycle with the core tasks of hiring and managing contact center employees, which for contact centers can amount to 70% of expenses, and assisting in contact center management.

Talent management tools help companies ensure that they have employees with the skills and aptitude required to meet both current and future organizational needs. This software does much more than replace the manila folders that human resource organizations use to manage individual employee records.

Talent management software is commonly comprised of the following components, which represent the critical pieces of an employee's lifecycle with an organization:

  • Recruiting
  • Training
  • Performance 
  • Developmental and succession planning
  • Compensation
One pixel BizApps Today: Talent management and 
the Hadoop data lake

The most acknowledged benefits of talent management software include improved management of individual processes, better insight into employee performance and improved employee retention.

Moving to the next level of benefits and true power of talent management software requires understanding the interrelationships of the individual components, as well as the ability to perform analysis and draw conclusions that result in changing the fundamental practices of talent management.

These require answering some questions:

  • How can talent management centralize information about employees and make hiring and management more scientific?
  • How can talent management software enlist analytics to improve the hiring process, as well as employee performance?
  • How can talent management software help with formerly manual and ad hoc processes, such as onboarding new employees?
  • How can companies use recruiting to create longer-tenured employees?
  • Do certain trainers have higher-performing students?
  • Do certain performance factors correlate with more successful leaders?

How can talent management centralize information about employees?

The goal of talent management software is to bring objective metrics, centralization and processes to human resources.

Talent management software enables companies to centralize information about candidates and employees, as well as use data-driven analysis for HR decisions. But the goal of talent management software is to bring objective metrics, centralization and processes to human resources. With talent management software, managers and HR departments can better analyze employee strengths, the mix of employees on a team, and develop hiring strategies based on gaps and strengths among existing employees.

But this also requires some change to existing practices, and the introduction of new skills for HR and contact center managers. Traditional training processes, such as yearly performance reviews, training events and centrally driven change programs, will need to be revamped to reflect the data-driven approach.

How can talent management help streamline processes?

Onboarding of new agents may contain five steps that need to be followed at specific timeframes. Talent management software can track the entire process, send out reminders when steps are scheduled to occur and report on the success of changes to the process.

How can companies use recruiting to create longer-tenured employees?

Organizations may use various recruiting sources to fulfill agent staffing needs, including online websites, recruiting agencies and referral programs, among others. Additionally, contact center management may require targeting different demographic pools, such as college students, part-time workers and so on. 

Organizations should use talent management tools to provide feedback on talent acquisition sources and demographic groups that provide employees who have longer tenure with the organizations.

Do certain trainers have higher-performing students?

There are many ways to evaluate trainers, including student feedback, classroom observation and more. 

Organizations should use talent management tools to identify trainers that have higher-performing students and understand the criteria that correlates with high-performing trainers.

Do certain performance factors correlate with more successful leaders?

A successful contact center agent may not be a successful team leader. 

Organizations should utilize the talent management system to provide insight on the specific performance characteristics that are leading indicators for successful leaders.

The true value of moving to a talent management software offering is to unleash the buried information that provides input and feedback for continuous improvement to ensure an organization has employees with the skills and aptitude to meet both current and future organizational needs.

Next Steps

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Typical KPIs that contact centers measure

This was last published in October 2015

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