Monitoring Every Channel For Best Service
Star Trek fans are familiar with the phrase “open all hailing frequencies.” On the show, that means making sure all communication channels are open and being monitored, so no messages are missed.
For decades, call centers only had to worry about one communication channel. Every customer used the telephone to ask questions or place an order or to yell about something that wasn’t working. And call recording has been around since the 1980s to save, review and analyze these customer encounters, with the goal of improving service and efficiency.
But today, quality monitoring must also consider forms of digital communication – emails, social media, web chat – while keeping pace with breakthroughs in call monitoring solutions such as speech analytics.
Why do so many customers opt for online communication over the telephone that is likely always in their hand or in their pocket? Most perceive it to be faster, and with agent responses in writing the customer now has a record of what was said, and any assurances given about prices, delivery time or refunds.
Contact centers need to monitor these channels as well, preferably via a single platform. The evolution of online communication has, if anything, only amplified the need for quality monitoring so that customers are receiving optimal service, agents that provide outstanding service can be recognized and rewarded, and contact centers are able to eliminate unnecessary processes and improve best practices.
Are all of the hailing frequencies open – and being monitored – at your contact center?
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