Customer service is often the main differentiator between competing companies. Call monitoring software is a powerful agent and customer service training tool used to evaluate and improve that critical point of contact between a customer and a call center agent, sales person, or other customer-facing employee.
Without automated call monitoring software in place, the ability to measure agent performance, script compliance, and the overall customer experience your business is delivering, is challenging and time consuming.
With CallFinder recording and speech analytics technology working in real time to provide call quality monitoring for customer service and satisfaction, your business can:
- Track agent performance
- Monitor script compliance of customer-facing employees
- Identify agents or areas of process that need monitoring and further training
- Identify process issues and knowledge gaps in various business units
- Empower and engage agents with knowledge and effective training, and increase agent retention and boost efficiency in the contact center
Increased knowledge of agent performance and productivity will add to your company’s customer service monitoring tools, generate more sales, and improve the overall customer experience you deliver.
Learn how a Web-based speech analytics solution can help your business monitor customer conversations for call quality, improve script compliance, and better the overall customer experience you deliver by downloading our white paper, “7 Business Challenges to Overcome with Speech Analytics.”