Cloud-based Contact Center Services Offer Unique Opportunities for Vendors
Organizations are looking for tightly integrated offerings, and the cloud offers an ideal solution for many enterprises. Cloud contact center vendors typically include common administration and reporting abilities in their solutions along with speedy upgrades and interoperability with a variety of other solutions. That means users may integrate their customer-related data with call recordings to better monitor their agents' performance as well as provide a better overall customer experience.
Call Recording: A Valuable Tool for Creating a Customer-Centric Culture
One of the most common complaints heard around the world involves poor customer service or some type of negative customer interaction. It's a universal woe, and new research from the Chief Marketing Officer (CMO) Council and SAP shows that a majority of organizations are falling short of the mark when it comes to listening to and responding effectively to their customers.
Interactive Monitoring of Outsourced Call Center Agents Offers a Host of Benefits
Outsourced call centers can be a winning proposition for many companies, enabling a geographically dispersed workforce at a low price point. Monitoring and call recording in these types of contact centers is critical to maintaining quality control and ensuring customer service levels are being met. But monitoring serves several other important purposes that many businesses may not even be aware of when they are setting up systems and solutions.
A Strong Analytics Presence Benefits Every Department of an Organization
Companies today spend a great deal of time and money to try and build customer loyalty. Whether they succeed or not depends greatly on how their loyalty programs are crafted, but it also depends a great deal on effectively monitoring those loyalty efforts to determine what's working and what isn't.
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.