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Leveraging Voice Recording to Improve Customer Experience - Wilmac Company - ContactCenterWorld.com Blog

Leveraging Voice Recording to Improve Customer Experience

CX – or Customer Experience – is all the buzz these days, and understandably so. Study after study shows that exceptional Customer Experience leads to customer loyalty, which leads to increased sales. The end result is happy customers and increased revenue.

However, talking about the optimal CX is easy; achieving it can be far more difficult.

The first step to achieving your CX goal is listening to your customers, and the best way to do that is by leveraging the Call Recording solutions you already have. You can’t know what your Customers want, need, or think if you don’t listen to what they say.

Additionally, many Call Recording systems also provide optional features that can help you get the most out of your data and agents. Are you using your…

  • Entire set of Workforce Optimization tools to their fullest potential?
    • This includes Quality Monitoring and Workforce Management!
    • Speech Analytics to sift through days/weeks/months/years of recordings?
    • Real-Time solutions to provide in-the-moment guidance and coaching for your agents?

These features, and others that leverage the voice of the customer, can move your organization in the right direction towards creating the best Customer Experience possible. 

Source: http://www.wilmacco.com/blog/2016/04/26/leveraging-voice-recording-to-improve-customer-experience

Publish Date: April 26, 2016 5:00 AM


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