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Your company’s brand and reputation depend on your team’s ability to deliver a superior customer experience. Yet, people, processes and technology often conspire to create headaches for management and unsatisfactory interactions for customers.
Do these problems sound familiar? You receive calls from management demanding answers about why a host went down or why customer complaints are up. You may be off for the weekend but you still worry that a problem will not be detected as quickly as it would be on a weekday. You realize that internal monitoring doesn’t catch everything that your customers and agents notice.
If these are the kinds of issues keeping you up at night, a new white paper from IQ Services, a specialist in Outside-In Monitoring, will provide valuable insight to make your job easier.
For years, says IQ Services, contact centers invested in customer-facing technologies that promised to decrease costs, increase profits, and improve efficiencies and customer satisfaction. These businesses often put IT departments at the center of business operations and customer satisfaction initiatives.
Recently, they say, there’s been an increase in the number of companies that take a market-driven (Outside-In) approach, which focuses, not on their own products and technologies but on their customers’ problems.
When technology is the cornerstone of business operations, IQ Services says, there’s a need for extensive monitoring and boiled-down metrics to help ensure all the technology is working as expected. But, they continue, this monitoring does not consistently present a timely or accurate view of customers’ experiences when they communicate via a technology-supported channel.
When customers rather than technology are the cornerstone of a business, IQ Services says, internal monitoring of technologies is still important. But the first, critical layer of monitoring must focus on the customer. For example, the IT team needs Outside-In Monitoring to know real-time how a technology issue is impacting customers. The contact center team needs to know how the end-to-end customer-facing solution is performing. Marketing and other business teams need timely information that bridges the gap between internal efforts and what customer’s really perceive about the company.
Outside-In Monitoring uses real single or multi-channel transactions (phone calls, browser sessions, faxes and emails) to ensure end-to-end contact center and self-service solutions are available and performing as expected 24 x 7.
Because these transactions are generated remotely and interact with technologies just like customers – at the “top of the stack” instead of at the server level – IQ Services says that Outside-In Monitoring offers a holistic, customer and market-centric view of contact center and self-service solutions. Unlike internal monitoring, it is proactive, timely and customer-focused.
According to a new white paper, Internal Monitoring Isn’t Enough to Protect Your Brand & Customer Experiences, Outside-In Monitoring managed services are cost-effective and deliver multiple benefits with little impact on existing infrastructure or resources. Most importantly, says IQ Services, all interested teams – IT, marketing, contact center, and the business – are notified immediately if something unexpected happens and the customer experience has changed.
Click here to download a copy of the complete white paper