3rd Party Remote Call Monitoring Feature

Customers are wielding an increasing amount of influence when it comes to how their shopping and service interactions are managed and delivered. There are no longer any excuses for delivering a poor customer experience, technology has seen to that. And beyond customer demand, there’s a science behind delivering a fast and consistent customer experience that can’t be argued with.

Customers expect, and need, a quick and efficient experience from start to finish. That means websites should be quick, information easily accessed multiple platforms like mobile and social media readily available, and service representatives easily contacted. There is a documented correlation between how quickly customers access the information they are seeking and whether they will follow through with their purchase, versus abandoning a transaction due to a poor customer experience. Beyond this, a poor experience can result in negative feedback on social media while happy customers will sing the praises of a company that meets their customer experience expectations.

Call recording can go a long way toward creating a positive and efficient customer experience, and is readily available through most customer experience management (CEM) solutions. Recordings are a veritable goldmine of information, offering insight on customers’ wants and needs and how agents respond to the customer. They may be used to pinpoint problem areas and help better train agents as well as to reward agents for providing a successful customer experience.

Recorded conversations may also be easily mined for key words and phrases and parsed and sorted via analytics for more in-depth review. This information is critical for refining sales and marketing strategies and overall company goals and operating procedures. Analyzing and managing customer interactions on a regular basis not only helps improve the customer experience, but helps increase productivity and efficiency and can ultimately lead to reduced costs and higher revenues.

Organizations can’t afford to dismiss the science behind offering a comprehensive and satisfactory customer experience. Customers are demanding interactions and technology on their terms, and an unsatisfactory experience or interaction will quickly drive them to the competition. Technology like call recording can go a long way toward providing that positive customer experience that will keep customers satisfied and returning for repeat business.