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3rd Party Remote Call MonitoringBPA has a unique approach to the development of call quality - customer service and the maximization of sales opportunities. 3rd Party Remote Call Monitoring provides services that range from analyzing calls that have already been recorded on a clients recording system to recording calls remotely in our research center. Research shows that many call centers find it difficult to find the time to even listen to calls that have previously been recorded. With 3rd party Remote Call Monitoring, calls are scored by an experienced team of researchers and the results are easily accessed though the Web along with 3rd Party Remote Call Monitoring recordings available in near real time.

Featured Editorial

Survey Reveals IVR is 7 Times Cheaper than Talking to a Live Agent
4/16/2014 - When interactive voice response (IVR) systems became available in the '70s, DMTF (dual-tone, multiple frequency) IVR allowed customers to use touchtone phone to access information. Today advanced technology with automated speech recognition lets customers access recorded messages with greater simplicity. The benefit of IVR is it gives organizations the ability to provide reliable customer service interaction without having to use service representatives, thus saving the organization a considerable amount of money.
Improving Call Hold Times and IVR Can Prevent Customer Exodus
4/16/2014 - When businesses set up IVRs for their call centers, they typically hope that such automation will improve efficiency, only to find out later the opposite was the case. By making a few changes, companies that rely on call centers can improve their customers' overall experience and avoid losing them to competitors.
Call Monitoring, Analysis Give a Boost for Lodging Industry
4/11/2014 - As anyone who's called into a contact center may know, call recording and monitoring technology provides customers with an outlet to give feedback, both positive and negative, as well as save it "on the record"-so to speak. By having this information recorded and stored, managers can analyze the data for future products, services and overall performance analytics. This sort of information is crucial in improving customer service, but it also lends to enhanced business success.
At-Home Agents a Risky Proposition? Not with 3rd Party Remote Call Monitoring
4/10/2014 - Chances are you have already assessed the risks of employing the at-home agent, but let's look at statements provided in the white paper, produced by CGS, a global provider of technology solutions. The author of the paper, Tom Christenson, suggests that at-home agents present significant business risks. Problems cited in the paper include reduced efficiency, lower customer satisfaction scores, deep morale challenges and a lack of community association with the brand.
Why You Should Consider 3rd Party Remote Call Monitoring
4/3/2014 - In conversations with your favorite call center, you've likely been told your call will be recorded for quality and training purposes. In fact, you've heard it so often that you probably tend to ignore the message and move on. However, when the ignoring process happens on the side of the business, it can mean a slap on the wrist and large fines.

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