Quality Monitoring has been a cornerstone of contact center operations for more than 30 years. It has served organizations well as a method of managing agent performance, while driving gains in operational efficiency and service delivery. However, while the traditional quality assurance (QA) process has been effective to this point, organizations are finding that QA alone is no longer enough. This traditional process makes significant assumptions on what customers really want and appreciate and relies too heavily on internal metrics and judgments.
While many organizations have utilized the QA process for gathering voice of the customer (VoC), a hyper-competitive environment has raised the bar on the level of service that must be provided. Advancements in technology have enabled organizations to more accurately capture VoC by combining QA, customer satisfaction data and speech analytics. A new CallCopy white paper Capturing the Voice of the Customer discusses how new insights into how customers judge agent performance and whether the service experience meets expectations is now possible.