Content Moderation : Leveraging Technology to Enhance Performance
In our most recent blog post, we discussed the importance of employee wellness initiatives in the contact center, when it comes to supporting content moderators. In addition to these wellness initiatives, companies should be investing in innovative solutions and technology to enhance overall performance.
One of the biggest challenges that companies and content moderators face is in their ability to hit quality and performance goals. Moderators are having to sift through and review up to 1,000 items a day with the expectation that they are to hit extremely high quality scores on their programs in a timely manner. There can be hundreds of categories on various platforms that change every week depending on online trends and subject matter in which a moderator needs to understand and sift through to classify each content piece. This adds additional pressure on the moderator, who already has a stressful job reviewing unpleasant content to begin with. Companies need to work with their providers to ensure more efficient quality monitoring and technology is available to assist agents on these every changing classifications.
Innovative workforce models offer greater flexibility in content moderator schedules, allowing for a proper balance between the intensity of their job and the self-care breaks they need. At-home employee models allow content moderators greater flexibility in their schedules. It also benefits those companies who adopt this model for their program. Moderators who work remotely are able to pick up shorter or split shifts easier than those who have to commute to a contact center. These smaller blocks of shifts allow employees to schedule their hours around their personal lives, giving them even more wellness and positive mental health routines.
Another best practice for your full-time content moderators is to schedule their shifts for 20 hours a week, and provide them the opportunity to schedule themselves by selecting or picking up the shifts they want for their remaining 20 hours. Companies can play around with the best ratio that suits their brand programs, whether that’s a 20:20, 30:10, or even 10:30 split. This can be done in an at-home environment or in a more traditional on-campus model.
Partnering with a vendor who is employing technology applications that content moderators can use to schedule themselves is important if the goal is to have a seamless and successful transition to a flexible schedule model.
In the last two years, 60% of companies have opted to outsource managed content moderation services rather than use software, with this percentage expected to grow even higher within the next few years. Because of this rise in demand of this solution, contact center outsourcers who are providing content moderation services are likely to boost investments in next-generation technologies such as AI and predictive analytics.
Leveraging technology and process automation to segment interactions and creating specialized queues in tandem with your content moderators helps alleviate the stress and pressure placed on employees, and ensures they are mostly dealing with more complex content that requires a human lens and perspective. Reporting and data analytics also remain critical to providing feedback on trends and patterns, enhancing the content moderation program efficiency and overall process improvement.
Mood tracking technology is another powerful tool that companies can use to ensure content moderators are feeling engaged and happy. Performance can be tied to mood, with tangible data allowing companies to quickly course correct if mood is trending lower. Cognitive Behavioral Therapy can also be added to push recommended actions that employees can take to deal with stress. If an employee is getting consistently low mood scores, the app can ask questions to get to the root cause and then recommend actions they can take, such as breathing exercises, taking a break, etc. It would also notify their leader to ensure they are aware of their team’s well-being.
The number of content moderators that companies will need is projected to increase even further in the next few years. Investing in a people-first culture of wellness, innovative workforce opportunities, and technology to make their jobs easier will not only help to decrease attrition rates among content moderators, it will also ensure their well-being a top priority.
Read our full Thought Paper to learn more.