3rd Party Remote Call Monitoring Feature

While many organizations have adopted and continue to adopt solutions to better help streamline customer service processes, the main goal of customer service is not just the end result; it’s the entire experience. That’s what’s on the minds of pros in the industry, as evidenced by the conversations happening at a major customer service summit in London recently.

Customer engagement and customer experience were major hot topics among senior executives.

Think about it this way: if it’s all about the process and not what the process does to help, then you’ve already failed. The customer experience that generates positive reviews and brand loyalty delivers accurate, relevant and personalized information on an individual basis. The role of customer service professionals is too often narrowly focused on intake volume rather than the quality and depth of output in the customer relationship.

Implementing a truly all-inclusive customer experience model that utilizes service reps as the foundation for a multi-channel approach is critical. Integrating everything from online support to tracking customer interaction has proven to be successful and is not just good customer service, but distinguished engagement. These are the tools that will drive a positive customer experience.

The same rules apply to implementing a 3rd party remote monitoring solution; while the solutions themselves are integral tools to making a customer happy, what can be said of these tools as part of the whole customer experience?

With third party remote call monitoring, call tracking data empowers call centers with accurate business intelligence and eliminates the guesswork and uncertainty about consumer behaviors. With useful metrics, call center managers can see how quickly the caller can reach a call center and how quickly they can reach an agent, how quickly their issue can be resolved and the call closed, and how long they wait on hold during a call. This kind of data can help decision makers ensure that the customer experience is, in fact, a positive one.

Customer support is the opportunity to connect to your customers on an emotional level. As we become a more social media-centric society, it is very clear that any customer has an impactful voice they can raise at any time, pretty much anywhere they choose on the Internet. How are you using these tools, including 3rd party remote monitoring, to provide a better experience?

The link between customer satisfaction and customer loyalty may be hard to quantify, but to ignore the customer experience is not only ignorant, it’s expensive.