As published on the Business 2 Community website – November 9, 2012
Today, all businesses are under pressure to produce more, with fewer resources. While large enterprises have the means to invest in robust technology solutions, this has not always held true for the small to medium-sized business market. Yet, the smaller businesses are tasked with many of the same goals of the Fortune 500 set – reducing costs, increasing sales, improving the customer experience, and improving margins.
As the business environment has become a more customer-centric one, no matter what the size of the company, all businesses are increasingly focused on their customer service reputation, especially with the growing use of social and public forums where companies’ reputations are highly at stake.
In the past, technologies enabling effective call monitoring were really only feasible and accessible to large enterprises. However, due to advancements in call recording and mining applications, this technology is now within reach – even for those with businesses with smaller operations budgets.
With the latest, affordable call-mining technology solutions, one area of a business that you can assess immediately is agent performance, and the call-handling process within your organization.