Audio Podcast: Experience And Architecture
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A system that offers trunkside recording captures the whole 'customer experience', so you will be able to hear how it feels to be the customer - from being held in a queue, to IVR interaction and call transfer. If an agent is experiencing problems with a call because of a lack of product information or they are transferring difficult calls to another colleague, a supervisor will realise this through listening to trunkside recording. This offers an objective way to measure performance against the customer experience and to offer additional coaching or support to agents, to hone and improve skills, where necessary.
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