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The definition of quality assurance in the contact center is changing. Contact centers are interested in Call Center Monitoring and recording a higher volume of agent-customer interactions. For example, companies are concerned with evaluating the final disposition of contacts: Was it a sale? Did we dispatch a service crew? Was it a save for customer retention?
To evaluate an adequate number of these call types, contact centers are recognizing the advantage of recording all the calls, then mining the appropriate contacts using speech analytics technology for review as changing business needs arise.
For many contact centers today, agent behavior is one element of quality, but not the complete definition. Management wants to review the success of their enterprise in the context of their broader goals. Call Center Monitoring management software is a tool that allows them to inspect the interactions that are important to their goals, and view these calls from their perspective.
The most progressive contact centers are taking Call Center Monitoring to the next level. They see the next step as completely integrating call recordings into their workflow. Just as they review agent notes associated with a customer relationship, they are integrating recorded calls as a feature set within their customer management applications
Call Catch's Call Center Monitoring application gives valuable insights into customer service and agent effectiveness. Call Catch offers the ability to playback recorded multimedia interactions to easily discover and evaluate common mistakes, resolve problems, and create new solutions. It offers the most flexibility in evaluation forms generation and their changes over time – delivering the most effective results possible to meet your specific business requirements. |
