Contact Center and CRM Best Practices

What Has Your Quality Monitoring Program Done for You Lately

How do you translate voice recordings into real-time business intelligence? While most contact centers actively record customer interactions, this data is useless until it has been analyzed – a process that can be time-intensive, inefficient and overwhelming. At best, most supervisors have the capacity to analyze only a fraction of the actual data collected.

Learn how to do more with the data you have. This white paper from Aspect provides insight on best practices for creating an environment of continuous improvement through quality management, advanced analytics and performance management. Find out how your contact center can analyze 100% of customer interactions with Aspect Advanced Quality Analysis, leading to better performance, profitability and customer satisfaction. Benefits include:

1. Improve business processes. Use knowledge gained from customer interaction data to decrease call transfers, augment self-service and improve first call resolution rates.

2. Monitor compliance. Improve agent's adherence to established protocols, decrease liability risks and supply agents with real-time access to policies and expectations.

3. Improve agent performance. Conduct targeted assessments and provide meaningful feedback, fix inefficient processes and decrease call handle time.

4. Increase market intelligence. Ensure your agents have relevant product/service information, determine the effectiveness of marketing campaigns and analyze mentions of competitors.

The Aspect white paper, What Has Your Quality Monitoring Program Done for You Lately, is available on CRMXchange.

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