Call Monitoring Collects Critical Data About Your Agents – and Your Customers - Monet Software - ContactCenterWorld.com Blog
As the value of data continues to rise, more and more companies are recognizing the importance of their call centers, and are increasing their investments in technology and infrastructure so these call centers can continue to learn more about their customers.
At the same time, it has become obvious that as much as we rely on technology to collect and analyze data, it’s still the agent that is on the front line of customer communication, and plays a critical role in that data gathering process. Great technology without great agents is not an effective recipe for success – and neither are great agents without great technology.
How can you make sure your workforce management solution is getting the job done, while also making sure your agents are delivering the type of service your customers expect?
The answer is call monitoring.
The primary function of call monitoring software is to capture and store every (or selected) call center transaction, and to provide insights based on the information compiled in these calls (on such topics as length of call and outcome of customer engagement). Data should be organized and stored in a manner that makes it easy for management to retrieve and review individual calls based on specific criteria, including phone number, agent, date and time of day.
There are several features call centers should expect from a call center recording system, including on-demand recording, selective recording, filtering and auto-delete. Affordability, ease of set-up and training, and security should also be factors in product selection. Some means of call recording is also now essential to demonstrate adherence to industry regulations and policies.
With call monitoring you will always be able to track agent performance, and use that knowledge to improve productivity through coaching and training opportunities.
Publish Date: October 12, 2017 5:00 AM
|All Suppliers||Get Listed|
Genesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 10,000 companies in...
|Digicon Technologies Ltd.|
A BPO of Bangladesh with more than 10 clients & serving across multiple industries, employing around 1200 resources.
Sykes is a provider of end-to-end customer care management solutions, providing CRM solutions for many companies in the technology, finance and communications industries, primarily large fortune 1000 ...
View more from Monet Software
Recent Blog Posts:
|The Agent Call-Back: Risks and Benefits||November 2, 2017 5:00 AM|
|Call Monitoring Collects Critical Data About Your Agents – and Your Customers||October 12, 2017 5:00 AM|
|Call Center Agents- Sleeping on the Job is a Good Thing?||October 10, 2017 5:00 AM|
|Call Center Agents Out, Chatbots In?||October 5, 2017 5:00 AM|
|Monet WFO Live Receives Communication Award||October 4, 2017 5:00 AM|
|Evolve IP + Monet WFM = Unprecedented Call Center Insight||October 4, 2017 5:00 AM|
|Call Center Quality Monitoring: How Do You Assess Calls?||October 3, 2017 5:00 AM|
|How Does Workforce Management Support Digital Channels?||October 3, 2017 5:00 AM|
|Workforce Management: Putting the ‘Service’ Back in Service Desks||October 3, 2017 5:00 AM|
|Four Traits Possessed By Every Successful Call Center Manager||September 7, 2017 5:00 AM|