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How Call Recording, Dashboards & QM Can Enhance the Contact Center

Call Recording Featured Article

How Call Recording, Dashboards & QM Can Enhance the Contact Center

September 14, 2016

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By Paula Bernier,
Executive Editor, TMC
 


Call recording and quality monitoring can go a long way toward improving the performance of agents in the contact center, according to a new white paper from Coordinated Systems Inc.


The white paper “Top 11 Ways to Boost Contact Center Agent Performance” notes that these tools can enable both contact center managers and the agents themselves to listen to and assess agent performance to find opportunities for improvement. That could include identifying and working to avoid the use of slang and verbal crutches like uhmmm, for example.

Meanwhile, dashboards can allow agents and managers to see their performance on various parameters and see how they compare with others. Managers can also assess agent performance by reviewing individual agent’s online activities; this is possible via the screen capture functionality of call recording solutions.

“Executives, managers, supervisors, and even agents are being empowered with access to analytic reports and dashboards,” the white paper notes. “With a web-based user interface, even non-technical staff can access critical and timely data such as most recent evaluations, last 10 evaluations, recent calls, 30 day averages, and more. Agent performance metrics are now, and always, on display.”

E-Learning tools can provide agents with the ability to increase their skills by electronically delivering training materials, potentially even giving them specific tasks. And supervisors can see which agents have viewed and used which materials and how they are responding to it.

Indeed. There are a wide variety of applications for call recording. It can be used not only to capture agent conversations with customers in the call center and used later for coaching and self assessment, but also for compliance, to better understand customers, and to help people in all parts of a business to remember what was shared in conversations and meetings.




Edited by Maurice Nagle
Call Recording Homepage ›





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