Call Recording and Quality Monitoring
‘Quality’ is a much sought after commodity in business and in the contact center. In an effort to improve performance, productivity, customer satisfaction, revenue or other important metrics, managers try to measure it. They try to improve it. They try to monitor it.
In recent times, technology has been applied to this problem, enabling contact centers to record voice and screen interactions and play them back in order to learn from them. Altivon has partnered with contact center industry leaders to deliver best-of-breed solutions for interaction recording: Interaction Recorder® from Interactive Intelligence® and Impact 360 from Verint, Witness Actionable Solutions.
Quality Monitoring Solutions deliver the following benefits:
- Improve customer service practices and workforce performance
- Eliminate the wasted time for supervisors trying to find a worthy interaction to monitor ‘live’
- Allow Supervisors to focus on the ‘important’ and ‘interesting’ interactions
- Improve coaching and training
- Verify sales orders and resolve disputes with recorded interaction details and reports
- Provide evidence for regulatory compliance to protect against potential fines and legal costs
- Emphasize interaction best practices using call and screen recordings
- Establish benchmarks for improving agent skill sets by interaction type
- Discover ‘best agent’ ‘best practices’ and convert these recordings into highly effective, real-world training content
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