Quality Monitoring

One could make the argument that our world today is awash with information. Whereas once it might have been necessary to consult specialized books or other publications to, say, learn about a particular company or service, now it’s easy to simply pop on the Web and look up much of that information quickly and for free.

 

A result of this easy access to information is that it’s now more imperative than ever for companies to provide excellent customer service. Because customers have access to so much information about companies and can so easily research different options, companies can no longer be blasé about serving their clients in a timely and friendly manner. In fact, providing excellent customer service alone may be enough to help a company achieve strategic advantage and stand out from its competitors.

 

Call centers, one might say, are on the front line of customer service. As such, they’re tasked with making sure that customers are served promptly and with respect. The need to ensure that this occurs is causing many call centers to conclude that it’s time to invest in customer experience management technology and applications, such as quality monitoring.

 

A customer experience management solution like Co-nexus’ Customer eXperience Management (CXM), offers many ways to delight customers and the company:

 

Co-nexus’ CXM delivers all those advantages through an integrated, Web-based suite of customer experience management applications. CXM, designed for the small and mid-size call center, includes both core functions and advanced capabilities typically found only in much more expensive solutions. It’s based on an open architecture for future-proofing against advances in recording, compression, computing, storage and search technologies.

 

More than 60 built-reports come with CXM to help track agent progress, spot trend, and calibrate supervisor evaluations. The data gathered by CXM is stored in SQL Server, from which it can easily be exported to reporting applications like Crystal for creating customized reports. For maximum security and fail-over protection, CXM sends data using the corporate LAN—making good use of existing infrastructure.

 

Co-nexus designed CXM to help call centers with a variety of critical functions and tasks, including:

 

To compete on the global stage, even small to mid-sized call centers now much make sure they delight customers with superior contact experiences. A key way to make sure this happens is adopting established best practices, rather than by trial and error. CXM is designed with just this fact in mind: it gives call centers standard and advanced tools to operate efficiently and in tune with the company philosophy.

 

To learn more about how call centers are delivering excellent customer service, please visit Co-nexus’ TMCnet.com channel, Quality Monitoring.