Quality Monitoring

Los Angeles, California-based music company Live Nation has a pretty ambitious goal: to become the world’s largest concert search engine on the Web. The company’s search site, www.livenation.com, helps music fans quickly and easily find concert tickets and information about their favorite artists and venues.

 

Because achieving its mission is reliant on being able to provide excellent customer service, Live Nation recently decided to deploy a quality monitoring and call recording solution for its Avaya (News - Alert) S8700 Communications Manager call center. The company compared several such solutions, and decided to go with Customer eXperience Management (CXM) from Co-nexus, Inc.

 

Live Nation recognized that quality monitoring and call recording is imperative to the success of any contact center, and theirs was no exception. The company needed a quality monitoring application that would work with its existing equipment, and provide robust insight into verification of customer information, agent training, and overall customer experience.

 

CXM met all of Live Nation’s needs, and then some. This solution includes modules for IP call recording, PC recording, agent performance evaluation and agent coaching. Using these modules, recorded calls are synchronized with agent PC activity and then replayed in a movie format. Using customized grading forms, supervisors at Live Nation’s call center can then evaluate agent proficiency.

 

One potential problem faced by call centers is skill set gaps among its agents. CXM helps close this gap by generating reports that show how agent skills compare to the call center’s standards. These reports are generated using coaching tools such as example calls, training videos, and tests.

 

Live Nation’s reason for choosing CXM had a lot to do with Co-nexus’ ability to deliver a turn-key quality monitoring installation including all the necessary hardware, software and professional services—including project management and training.

 

“The CXM implementation was the smoothest install we ever experienced,” Live Nation representative Adriana Regla said in a Co-nexus case study.

 

Co-nexus, based on Houston, Texas, provides recording and quality monitoring solutions for call centers of all sizes. The company further expands its ability to improve customer experiences through its role as an Avaya DevConnect Partner.

 

To learn more about Co-nexus and CXM, please visit the Quality Monitoring channel on TMCnet.com.