Taking Agent Performance to the Next Level
Five Ways to Use Quality Monitoring and Speech Analytics to Drive Higher FCR Rates and Enhance the Customer Experience
In the past, quality monitoring tools were primarily used as a corrective measure to identify problem areas of agent performance. But with organizations aiming to deliver consistently excellent customer service and build lasting customer relationships, contact center leaders are widening the parameters for applying QM analysis. Teaming QM with speech analytics tools enables companies to drill down to the root cause of process and cultural issues that negatively impact customer support. Agent coaching can be targeted to change behaviors that are negatively affecting customer relationships.