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Contact Center Monitoring: Customer Complaints can be Blessings in Disguise


Many businesses use call centers as their primary source of customer contact. Call center agents represent a critical function for promoting a positive brand reputation. They are the initial point of contact for a customer, and they are responsible for disseminating information, answering inquiries, and facilitating all customer needs. But of the many duties that agents perform, processing complaints may very well be the most important of them all.

Benefiting from Complaints

The manner in which complaints are handled by an organization will often leave a lasting impression on a caller. In order to increase the chances of success in resolving customer complaints and issues, numerous businesses now use automated quality monitoring solutions. This technology maximizes their efforts in this area.

Call monitoring solutions often incorporate speech analytics technology to analyze calls for insights. Also known as business intelligence, these insights add value in multiple ways. They help organizations dissect particular complaints and pinpoint areas of customer dissatisfaction.

Ultimately, this prepares agents with the necessary tools to find solutions and answers. They also give management the ability to monitor agent performance and improve complaint resolution training.

Savvy businesses realize that customer complaints can actually provide an advantage. They can help uncover areas of weakness within an organization’s products or services. And when complaints are properly handled by courteous, well-trained agents, you can expect to see increased customer loyalty and improved brand reputation.

Capture the Voice of Your Customers

To learn more about CallFinder speech analytics and how this powerful solution will benefit your business, please contact us on the web, or call to speak with a CallFinder Specialist at 1-800-639-1700.

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