Why Call Recording is Not a One-Size-Fits-All Solution
The use of call recording is a powerful tool to monitor activities, protect the organization in dispute resolution and train employees in the right way to handle processes. While it seems pretty cut and dry, each industry actually uses call recording in a different way, and it would behoove BPOs offering call recording services to keep this in mind. Within different industries, there are also specific needs, putting more focus on the reality that one size does not fit all.
Add Social Media to Call Recording to Get a Complete Picture of the Customer Experience
Most contact centers are under a mandate to meet certain customer satisfaction expectations. Before you can meet expectations, however, you first need to measure them. (The old saying that "if you can't measure it, you can't manage it" applies here.) In the contact center, measuring customer satisfaction tends to be one more chore that managers have to do, so it often gets short-shrift, and far too many companies are assuming their customer satisfaction is far higher than it is.
Top 10 Ways To Boost Contact Center Agent Performance
This white paper touches on the ways your contact center can improve agent performance by using a call recording and quality monitoring solution. Improving agent performance has many benefits, including creating a healthy work environment, where teams of agents can collectively strive to achieve common goals. It also makes sense that improved agent performance will also yield an improved customer experience.
Benefits of Call Recording & Call Monitoring for a Call Center
This white paper touches on the many benefits your call center will receive when choosing to implement a call recording and call monitoring system. Beyond compliance concerns, there are also quality assurance gains to be leveraged from your recorded calls. Your recordings become assets, an inventory of data from which you can find emerging trends, performance flaws, identify your team's superstars, and ultimately, maximize your center's opportunities creating an environment of stellar customer service.