Contact Center Monitoring Benefits all Departments in A Company - CallFinder
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Contact Center Monitoring Benefits all Departments in A Company

June 20, 2012 by Morgan Pulitzer

A call center or “contact center” is the gateway to a company or organization. Its agents are the gatekeepers whose initial interaction with callers creates the first impression for customers and buyers.   An existing or potential customer’s experience with a contact center and its representatives will often strongly influence their overall view of a business, and will definitely affect whether customers make repeat purchases, or go elsewhere to do business.

Contact center effectiveness is measured in a variety of ways from an internal standpoint. But from the customer’s perspective, a fulfilling call center experience revolves around factors such as:

  • Sincere attentiveness on the part of representatives
  • An agent’s knowledge and expertise surrounding products and services
  • An agent’s ability to promptly disseminate information
  • Expediency within the conflict resolution process


Contact Center Monitoring Ensures Efficiency

In order to ensure contact center quality and efficiency, many companies have implemented call center monitoring solutions. These include call tracking, call recording and speech analytics software that not only enhance call center and agent performance, but also benefit the customer and the company overall.

The latest call monitoring technologies allow company management to optimize agent preparedness through education and training programs that are more focused and precise.

Contact center monitoring is also advantageous to a business in regard to product improvement and the ability to stay on top of marketplace trends.   Call analytics will provide insights on competitor strategies, and can help mitigate risk and expedite dispute resolution.

Between detailed and accurate performance measurements and the “intelligent” processing of customer feedback and insight, call center monitoring enables a company to get the most out of its customer service and support efforts, which in turn leads to success in every area of business.


How To Implement Speech Analytics

The ability to locate key phrases in customer conversations provides a much more powerful benefit than working with a typical call recording service. A robust speech analytics system like CallFinder will provide statistical and trending analysis, as well as ways to facilitate the sharing of these call analytics through daily scheduled reports.   Call 1-800-639-1700 to speak with a CallFinder Specialist and learn more about CallFinder recording and speech analytics solutions.